If you have a complaint, the procedure which we will follow in dealing with that complaint is indicated below.
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 |
Dominic Parravani, Managing Director
Southwold Office, 98 High Street, Southwold, Suffolk IP18 6DP
Tel: 01502 723292 |
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 |
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 (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
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.
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 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
Wiltshire
SP1 2BP
01722 333306
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.
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 seven days to inform you of the conclusion of this review.
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 Ltd
Milford House
43 – 45 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333306
www.tpos.co.uk
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