Fine & Country Ribble Valley

In-House Complaints Procedure

It is the policy of Fine & Country Ribble Valley to comply with all requirements of the Royal Institution of Chartered Surveyors relating to the handling of complaints. We are members of the Property Redress Scheme and the Centre for Effective Dispute Resolution (CEDR).

For the purpose of this procedure a complaint is a written expression of dissatisfaction which requires a response. The procedures set out herein refer only to written complaints. If you have initially made your complaint verbally, whether face to face or over the phone please also make it in writing. This is to ensure that we fully understand exactly what your complaint is and have a written record of it. In cases where you are unwilling to put your complaint in writing, or where issues can be resolved before they become written complaints, there is no obligation to use this procedure.

The first stage of our complaints handling procedure will involve full consideration of your complaint by the Fine & Country Ribble Valley director responsible for managing the office or department from which the complaint emanates. The office/department with which you are dealing will supply the relevant Directors contact details. Where a complaint is against a Director it should be addressed to another director. We will try to resolve your complaint to your satisfaction and if you are happy with the outcome of the directors investigation with your complaint, the matter will conclude.

An acknowledgement/initial response to a written complaint will be made to you within seven days and you may comment on the response if you so wish.

We will consider your complaint as quickly as possible. We will provide you with a detailed written response or if that is not possible, an update on what is happening with your complaint within 28 days.

If after these procedures are exhausted you remain dissatisfied and we cannot agree on how to resolve your complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure.

If you are a private individual and your complaint relates to Estate Agency or Property Management services the complaint may be referred to the Property Redress Scheme; Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH, info@theprs.co.uk, 0333 321 9418, www.theprs.co.uk

If you are a private individual and your complaint relates to a surveying or valuation matter the complaint may be referred to the Centre for Effective Dispute Resolution (CEDR); adr@cedr.com, 020 7536 6060, www.cedr.com

If you are a business client you can also refer your complaint to CEDR as set out above.

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An overwhelming majority of those who had used Fine & Country would recommend our services to a family member or friend, according to our most recent survey taken by members of the public.

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INDEPENDENT EXPERTISE


Every Fine & Country agent is a highly proficient and professional independent estate agent, operating to strict codes of conduct and dedicated to you. They will assist, advise and inform you through each stage of the property transaction.

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UNIQUE MARKETING APPROACH


People buy as much into lifestyle of a property and its location as they do the bricks and mortar. We utilize sophisticated, intelligent and creative marketing that provides the type of information buyers would never normally see with other agents.

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Access the lucrative London and international investor market from our prestigious Park Lane showrooms at 121 Park Lane, Mayfair. Our showrooms in London are amongst the very best placed in Europe, attracting clients from all over the world.

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Our consistent efforts to offer innovative marketing combined with a high level of service have been recognised by the industry for an astounding fifth year in a row, winning Best International Real Estate Agency Marketing at the International Residential Property Awards.

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INTERIOR DESIGN


Access Fine & Country Interior Design to put your property ahead and make it stand out. With expert advice from some of London’s best stylists and designers we will make sure it makes a statement. Or if you’re purchasing with us, let F&C ID help make your new house feel like home by helping you find the very best specialists and designers for property refurbishment. Find out more »

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We have partnered with Rational FX, one of the world’s leading foreign exchange specialists to provide private and tailored currency services for all of our clients buying and selling luxury property around the world. Find out how we can help »

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Our internal Media Centre is a team of experienced press relations managers and copy writers dedicated to liaising with newspapers, magazines and other media outlets to gain extensive coverage for our properties in national and local media.

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The Fine & Country Foundation is dedicated to supporting and funding homeless causes in the UK and overseas. Fine & Country offices organise a range of fundraising events for you to get involved in and/ or support. Find out more about our work here. Read more »

*Please, note: for security reasons, the maps on this website do not provide the exact location of the property and they are provided solely as an indication of area.