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.
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, The Property Ombudsman
Stage One
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
Please send your written complaint to:
Mohammed Ali
Aston Bradley Surveyors Ltd
107 – 108 Icknield Port Road, Edgbaston, Birmingham, B16 0AA
0121 240 0299
ali@astonbradley.co.uk
www.astonbardley.co.uk
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 are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
Stage Two
We have chosen to use the following redress providers:
For Consumer Clients:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
admin@tpos.co.uk
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 complaint’s procedure, before being submitted for an independent review.
For Consumer Clients in relation to Surveying and Professional Services
Centre for Effective Dispute Resolution (CEDR)
100 St. Paul’s Churchyard
London,
EC4M 8BU
Tel:+44 (0)20 7536 6000
Fax:+44 (0)20 7536 6001
www.cedr.com
info@cedr.com