FOX GRANT COMPLAINTS HANDLING PROCEDURE (CHP)
Stage 1 Complaint Handler : We will appoint:
to deal with your complaint.If you have a question, or if you would like to make a complaint, please do not hesitate to contact him. If Mr Grant is absent from the Office, the complaint will be handled by Susan Grant (Director).Address and telephone as above. Email: firstname.lastname@example.org
If you have initially made your complaint verbally - whether face-to-face or over the phone - please also make it in writing, addressed to William Grant above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by William Grant on behalf of Fox Grant . Once we have received your written complaint, William will log the complaint and contact you in writing to acknowledge receipt, within three (3) consecutive days of receipt of your written summary.
We will try to resolve the complaint to your satisfaction, informing senior members of staff and, if necessary, our professional indemnity insurers.
We will consider your complaint as quickly as possible.We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 15 days.
If you are happy with the outcome of the investigation into your complaint, the matter will conclude and with the complaint closed any lessons learned will be disseminated to Fox Grants employees.
If you remain dissatisfied, you should contact us again and we will conduct a separate review to take place by either William Grant or Susan Grant or Charlotte Roberts-Barr (Head of Office) within a further 15 days.
Should we be unable to resolve your complaint, or you remain dissatisfied with any aspect of our internal handling of your complaint, then we will issue a deadlock letter and the matter will move to an independent redress mechanism (Stage 2).
Stage 2 Redress Mechanism :
Please note that the list below is not exhaustive or exclusive, but simply lists schemes approved by the RICS:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2LX T: 01722 333306 F: 01722 332296E: email@example.com
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.