Complaints handling procedure

This information outlines our complaints handling procedure (CHP) which meets the regulatory requirements set for RICS regulated firms. 

 

Complaints handling procedure

As a regulated RICS firm, we have in place a Complaints Handling Procedure (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 RICS.

 

Stage one

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:

Jane Holmes
Chatsworth House
29 Broadway
Maidenhead
Berkshire
SL6 1LY 

t: 01628 771221 
e: jane.holmes@kemptoncarr.co.uk
w: www.kemptoncarr.co.uk 

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days of receiving the complaint in writing.

 

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

 

For Consumer Clients:

 

For consumer clients in relation to estate agency, lettings agency and property management

Property Redress Scheme
Premiere House
1 st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

t: 0333 321 9418
e: info@theprs.co.uk
w: www.theprs.co.uk

 

For consumer clients in relation to other services 

Centre the Effective Dispute Resolution (CEDR) 

70 Fleet Street
London
EC4Y 1EU

t: 020 7536 6116 
f: 020 7536 6001 
e: applications@cedr.com 
w: www.cedr.com/consumer/rics

 

 

For Business-to-Business clients:

 

The Neutral Evaluation Procedure for Surveying Disputes
Centre for Effective Dispute Resolution
International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU

t: 020 7536 6060 
f: 020 7536 6001
e: adr@cedr.com 
w: www.cedr.com/solve/commercial-dispute-resolution

 

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