Complaints Handling Procedure
If you have a complaint, the following is the procedure, which we will use in dealing with your complaint:
We have appointed Mr S P A Cavey, MRICS, Director, to deal with any complaints. If you have a question, or if you would like to make a complaint, please do not hesitate to contact Simon on 01429 275791.
If you have initially made your complaint verbally, whether face-to-face or over the phone, please also make it in writing addressed to Mr S P A Cavey, Greig Cavey Commercial Limited, 21 South Road, Hartlepool, TS26 9HD. 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 Simon Cavey, Director, on behalf of the firm. Once he has received written details of your complaint, Simon will contact you in writing within 7 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.
We will consider your complaint as quickly as possible. 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. If you are happy with the outcome of Simon’s investigation into your complaint, the matter will conclude.
However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is:
Business Clients:
CEDR Solve
The International Dispute Resolution Centre
70 Fleet Street
LONDON
EC4Y 1EU
Tel: 020 7536 6060
Fax: 020 7536 6061
Email: info@cedr-solve.com
Consumers:
Estate Agency/Property Management/Letting Agency:
The Property Ombudsman
Milford House
43-55 Milford Street
Wiltshire SP1 2PB
Tel: 01722 333306
Email: admin@tpos.co.uk
Other surveying related consumer disputes:
CEDR Solve
The International Dispute Resolution Centre
70 Fleet Street
LONDON
EC4Y 1EU
Tel: 020 7536 6060
Fax: 020 7536 6061
Email: info@cedr-solve.com
