Complaints Handling Process
Here at Residential Survey Group, our aim is always to meet your expectations and deliver sound and reliable advice to all of our clients. Sometimes, however, you may have cause to question our service either because you are not happy or are not clear about something.
In such circumstances we will do everything possible to answer your questions promptly and clearly. In the first instance, please give us a clear description of your question or concern to make sure that we have a full understanding of it.
Send Your Complaint To:
Gareth Jones, Director, Residential Survey Group,
Winnington Hall, Winnington Lane, Winnington, Northwich CW8 4DU
Gareth@residentialsurveygroup.com
07456 665383
www.residentialsurveygroup.com
What Will Happen Next?
1. We will send you an email/letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your concern. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
3. Keep you informed if there is any delay to the above timeframe. For example, we may need to carry out some further inspections or investigations to provide you with a comprehensive answer.
If you are not satisfied with the answer and would like a further review then let us know and we will provide a final viewpoint within 15 days of your request for a review. In such circumstances we may request, at our expense, that another surveyor visit the property to review the matter of concern or conduct other further investigations.
With our final viewpoint we will provide details of how you can contact The Property Ombudsman who offer an independent redress scheme of which we are members. This service is provided without charge to you.
The Property Ombudsman Milford House
43-55 Milford Street Salisbury SP1 2BP
07456665383
Please Note the following:
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.
