DATED 24th July 2024
Complaints Handling Policy
Complaints handling is an integral part of the service we provide, as it gives you an opportunity to raise issues with our service and also for us to rectify these going forwards. We take this very seriously.
As a regulated RICS firm we have a Complaints Handling Procedure in place to make sure any complaints are handled properly. This has two stages. Stage one gives us the opportunity to review and consider your complaint in full. We 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 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. This is to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Oliver Sampson-Bancroft
Westbourne Management
9 Spring Street
London
W2 3RA
0203 987 5050
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
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:
Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
0330 440 1634
https://www.tpos.co.uk/
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