Complaints handling procedure
As a firm regulated by the RICS we have a formal Complaints Handling Procedure (CHP)
As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages.
Stage One of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage Two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Jamie Hillier FRICS
Akerlof Ltd, Unit 3 Mobbs Miller House, Christchurch Road, Northampton, NN1 5LL
We will acknowledge receipt of your compliant within 7 days and consider your complaint as quickly as possible. If we are not able to give you a full response, we will update you within 28 days.
If we are unable to agree on how to resolve your complaint then as an Alternative Dispute Resolution (ADR) you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board.
We have chosen to use the RICS Dispute Resolution Service as our preferred business-to-business ADR provider.