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D.R.Kivell FRICS FAAV - D.A.Kivell
South Brentor, Tavistock, Devon, PL19 0NW
COMPLAINTS HANDLING PROCEDURE (CHP)
As a regulated RICS firm we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS. Stage One: If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to: Mr David Kivell D R Kivell Country Property South Brentor Tavistock Devon PL19 0NW Tel: 01822 810810 Email address: firstname.lastname@example.org Website: www.drkivell.co.uk What will happen next? We will send you a letter acknowledging receipt of you 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. Stage Two: If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers: For Consumer Clients: For Business Clients: The Property Ombudsman Ltd CEDR Solve Milford House The International Dispute Resolution 43 - 55 Milford Street 70 Fleet Street Salisbury London Wiltshire EC4Y 1EU SP1 2BP Tel: 020 7536 6060 Tel: 01722 333306 Fax: 020 7536 6061 Fax: 01722 332296 Email address: email@example.com Email address: firstname.lastname@example.org Website: www.cedr-solve.com Website: www.tpos.co.uk 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.