In-House Complaints Handling Procedure (CHP)

 

As a Regulated by RICS firm, Simmons & Sons LLP have in place a CHP, which meets the regulatory requirements.

 

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 so we can improve our standards.

 

If you have spoken to us about a complaint but are not satisfied with the reply, please put the complaint in writing including as much detail as possible.  We will then respond in line with the timeframes set out below (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).

 

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.

 

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 complaints procedure, before being submitted for an independent review.

 

For disputes between customers and companies regarding the surveying activities of subscribing RICS member firms including, but not limited to, Homebuyers Reports, Valuation, Land Measurement, Auctions, Building Surveys and Professional Advice:

 

Centre for Effective Dispute Resolution (CEDR) 
70 Fleet Street
London
EC4Y 1EU

T: 0207 536 6000

E: info@cedr.com                                                                                            

https://www.cedr.com