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Chase & Partners LLP Terms Of Business
Complaints Handling Procedure

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:

G F Chase FRICS FCIArb C.Arb FRSA
Chase & Partners LLP
6 Maiden Lane,
Covent Garden,
London,
WC2E 7NW

Tel: 020 7462 1340
Fax: 020 7580 0086
E-Mail: gfc@chaseandpartners.co.uk

Where your complaint is initially made orally, you will be required to send a written summary of your complaint to the person dealing with it.

Once we have received your written summary of the complaint, we 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.

Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

If you remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors at:

70 Fleet Street
London
EC4Y 1EU
Tel: 020 7536 6060
Email: adr@cedr.com

If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Property Ombudsman. This service is free to consumers and can consider any property based consumer complaints including estate agency related issues. The contact details for the Ombudsman are: –

The Property Ombudsman
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk

As an alternative to the Ombudsman Service, if the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London, EC1V 2RS from whom details of the Scheme may be obtained”.