1If at any time you experience a problem with the progress or management of your particular matter, you should always feel free to make an appointment with the person responsible so that you can discuss your concern. If that does not provide a solution, then as an RICS regulated firm we have put in place a complaints handling procedure, of which the details are as follows:-
2A person has been appointed in our office to deal with complaints and you should not hesitate to contact him. His details are set out below.
Mr D W E Baker M.R.I.C.S/M.A.R.L.A Company Director
10 High Street Shoreham by sea Sussex BN43 5DA Tel 01273 454234 firstname.lastname@example.org
We reserve the right to nominate an alternative director.
3Where your complaint is initially made orally, you will be asked to send a written summary setting out as fully as possible the nature of your complaint.
4When we have received your written summary we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will then be invited to make any further written representations, before
5Within 21 days from receipt of your written representations, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
6If you remain dissatisfied with our decision and the handling of your complaint, you may appeal to the firm and either one or two other members of Warwick Baker Estate Agents Ltd will review the matter afresh within 21 days from receipt of your request for an appeal and we will notify you of the outcome of their decision in writing.
7If you are still not satisfied and after the last stage of the in-house complaint procedure above (or in the event that more than 8 weeks has elapsed since the complaint was first made) then you have the right to take the matter up with the RICS nominated dispute resolver.
8Where the complaint is made in a business to business relationship, the nominated dispute resolver is IDRS. The contact details are IDRS Ltd, The International Dispute Resolution Centre, 70 Fleet Street, LONDON EC4Y 1EU UK. Tel 020 7520 3800 Fax 0845 1308117. Email email@example.com www.idrs.ltd.uk from whom details of the scheme may be obtained.
9Where the complaint is made by a consumer, which means a person acting outside the course of any business of his or hers, or a person to whom a duty of care is owed, the nominated dispute resolver is The Property Ombudsman, membership no N00239. Milford House 43-55 Milford Street Salisbury WILSTSHIRE SP1 2BP. Tel 01722 333306.
"I can honestly say that out of all the agents I deal with you are the ones who let my properties extremely quickly and I trust implicitly. It is extremely important that I can go away on holiday with the peace of mind that should any problems or queries arise you will deal with them promptly and professionally, as always. Not only that, you also arrange for repairs and refurbishments to happen promptly and fit in with the tenants or my requirements to the benefit of everyone. Please keep on doing such good work, and even though I don't mention it very often, it is very much appreciated."
Residential Sales: 21 Brunswick Road, Shoreham-by-Sea, West Sussex, BN43 5WA / 01273 461144
Residential & Commercial Lettings: 10 High Street, Shoreham-by-Sea, West Sussex, BN43 5DA / 01273 454234
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