Complaint Handling

Procedure

If you have a complaint, the procedure which we will follow in dealing with that complaint is indicated below.

1. A person has been appointed in each Department to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

Department First Point of Contact Complaints in Respect of the Respective Department / Person Designated Complaints’ Handler Complaints in Respect of the Head of Department
Administration Nicholas Rudge, Director
Beccles Office, 10 New Market, Beccles, Suffolk NR34 9HA
Tel: 01502 712122
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292
Residential Aidan Branch, Director
Halesworth Office, 12 Thoroughfare, Halesworth, Suffolk IP19 8AH
Tel: 01986 872553

Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292

Auctions Nicholas Rudge, Director
Beccles Office, 10 New Market, Beccles, Suffolk NR34 9HA
Tel: 01502 712122
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292
Facilities Management Richard Prentice, Director
Diss Office, Pump Hill House,
2b Market Hill, Diss, Norfolk IP22 4WH
Tel: 01379 642233
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292
Professional Nick Durrant, Director
Harleston Office, 32-34 Thoroughfare, Harleston, Norfolk IP20 9AU
Tel: 01379 852217
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292
Building Consultancy Trevor Musk, Director
Diss Office, Pump Hill House,
2b Market Hill, Diss, Norfolk IP22 4WH
Tel: 01379 646603
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292

 

2. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the relevant person as indicated above.

3. Once we have received your written summary of the complaint, we will acknowledge receipt and instigate investigation.

4. Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken, subject to the relevant files being available and not in storage.

Where a full response cannot be given after 21 days, then an update will be provided advising upon the progress of the investigation.

5. If you are dissatisfied with any aspect of our handling of your complaint, you should contact the Board of Directors via Durrants, 10 New Market, Beccles, NR34 9HA. They will personally conduct a separate review of your complaint and contact you within 7 days to inform you of the conclusion of this review.

Where a full response cannot be given after 7 days (or a total of 28 days from first receipt of your written complaint) then an update will be provided advising upon the progress of the investigation.

6. If you remain dissatisfied with any aspect of our handling of your complaint, then please refer your complaint to the relevant redress scheme detailed below.

We agree to the referral of your complaint in matters of Estate Agency and Lettings to:-

The Property Ombudsman

Milford House

43 – 55 Milford Street

Salisbury

Wiltshire

SP1 2BP

We agree to the referral of your complaint in matters of Surveying to:-

Centre for Effective Dispute Resolution

International Dispute Resolution Centre

70 Fleet Street

London

EC4Y 1EU

These redress mechanisms are free to the consumer.

For surveying and professional service complaints by business to:-

RICS Dispute Resolution Service

Surveyor Court

Westwood Way

Coventry

CV4 8JE