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.