COMPLAINTS HANDLING PROCEDURE

As a multi-discipline Firm we operate a Complaints Handling Procedure which is in accordance with the requirements of the Royal Institution of Chartered Surveyors and Propertymark by whom we are regulated.

This document represents the procedure to be followed when a complaint is made to any member of the Sibley Pares Group: Sibley Pares LLP, Sibley Pares (MKH Clokes) Ltd, Sibley Pares Estates Ltd and Sibley Pares (Taylor Riley) Ltd.

The appointed person within the Sibley Pares Group who deals with complaints is:

Mrs Sarah Raggett
Sibley Pares Chartered Surveyors
1 Ashford Road
Maidstone
Kent
ME14 5BJ

Tel: 01622 673086
Email: sarah.raggett@sibleypares.co.uk

Stage 1:  Internal Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the The RICS Dispute Resolution Service, The Property Ombudsman, or The Centre of Effective Dispute Resolution to consider without our final viewpoint on the matter.

Stage 2:  Independent Redress Mechanism

Where Stage 1 has been exhausted and the complaint has not been resolved, provision has been made for the complainant to take its case to an independent redress mechanism should they wish to.  The following services will act with complete impartiality:

For complaints received from persons or organisations or commercial clients, these can be dealt with by the Royal Institution of Chartered Surveyors Dispute Resolution Service.

The RICS Dispute Resolution Service may be contacted at:

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE

Tel: 020 7334 3806
Email: drs@rics.org

For Complaints received in respect of Sales, Lettings and Management these can be dealt with by The Property Ombudsman Ltd.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
Salisbury
SP1 2BP

Tel: 01722 333 306

Email: admin@tpos.co.uk

Website: www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

For complaints in respect of Surveying Services, including Valuation, Building Surveys and Professional advice this can be dealt with CEDR (Centre for Effective Dispute Resolution).

The CEDR Service may be contacted at:

Tel: 020 7536 6116
Email: applications@cedr.com
Website: www.cedr.com