MARRIOTTS PROPERTY LLP’s PROCEDURE FOR COMPLAINTS HANDLING IN-HOUSE COMPLAINTS PROCEDURE
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.
1. Business to Business:
If you have a complaint, then this note sets out the procedure that we will follow in dealing with that complaint.
- A person has been appointed in this office to deal with complaints and you should not hesitate to contact him, his details are set out below: Andrew Brown MRICS FAAV of 9 Market Place, Faringdon, SN7 7HL. Tel: 01367 242422.2
- Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the above named person.
- Once we have received your written summary of the complaint we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
- Within twenty-one days of receipt of your written summary, 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.
- If the complaint has still not been resolved to your satisfaction and the complaint refers to a business-to-business complaint, then we agree to the referral of your complaint to the Centre for Dispute Resolution (CEDR) whose details are:
CEDR Solve
The International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Tel: 020 7536 6060
Email: [email protected] Web: www.cedr-solve.com
2. Consumer Client:
If you have a complaint and you are a consumer client, please put it 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).
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
What will happen next?
- We will send you written acknowledgment of the 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 receipt of the original complaint.
- 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 with our final viewpoint (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
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
Tel: 01722 333 306
Email: [email protected]
Web: www.tpos.co.uk www.tpos.co.uk/consumers/make-a-complaint
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
