Complaints Handling Procedure
We have appointed Jonathan Lloyd MRICS a Director of the firm to deal with your complaint. He may be contacted at our office address provided above or by email at jonathan@hazells.co.uk If you have a question, or if you would like to make a complaint please do not hesitate to contact him.
If you have made your initial complaint verbally; whether face-to-face or over the telephone, then please also make it in writing, addressed to Jonathan Lloyd as detailed 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 Jonathan Lloyd on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Jonathan Lloyd’s investigation into your complaint, the matter will be conclude.
We will consider your complaint as quickly as possible and will do our utmost to acknowledge the complaint within 7 days. Thereafter, we will provide you with a full response or if that is not possible, an update on what is happening with your complaint, within 28 days.
However, if we cannot agree on how to resolve the complaint (or more than 8 weeks has elapsed since the complaint was first made) then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure and you may contact the following redress schemes:
For Consumer complaints please contact: The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, Tel: 01722 333 306, admin@tpos.co.uk
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 Business capacity complaints please contact: RICS Dispute Resolution Service (DRS), Surveyor Court, Westwood Way, Coventry, CV4 8JE tel: 020 7334 3806 e: drs@rics.org