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Complaints Handling Procedure

Vickers & Barrass Complaints Handling Procedure

As a regulated RICS firm, we have in place a Complaints Handling Procedure (CPH), 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, including as much detail as possible. 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 Adam Barrass
Vickers & Barrass
16/17 Castle Bank
Tow Law
Bishop Auckland
DL13 4AE

T 01388 790095
E abarrass@vickersandbarrss.co.uk
W www.vickersandbarrass.co.uk

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 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 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.

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:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

T 01722 333306
F 01722 332296
E admin@tpos.co.uk
W www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving your 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 Business-to-Business clients:

RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA

E regulation@rics.org
W www.rics.org/regulation

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We are a firm of Rural Chartered Surveyors and Estate Agents providing a range of professional services.