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 |
| 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 to:-
The Property Ombudsman
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2BP
For surveying and professional service complaints by consumers to:
Ombudsman Services
PO Box 1021
Warrington
WA4 9FE
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