This advice details the Complaints Handling Procedure adopted by this practice in accordance with the regulatory requirements of the Royal Institution of Chartered Surveyors where a complaint is received from a valid complainant (i.e. that is one to which The CoreProp Group considers it owes a duty of care).
We have appointed Nicholas Green MRICS, a director of the firm, to deal with your complaint. If you have a question, or would like to make a complaint, please do not hesitate to contact him. If you have initially made your complaint either verbally, face-to-face or over the telephone, please also make it now in writing addressed to Nicholas Green MRICS at the address detailed below. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The CoreProp Group Ltd
92 Banner Street
London
EC1Y 8JU
The stages within our Complaints Handling Procedure are as follows.
Stage 1
The first stage of our Complaints Handling Procedure involves full consideration of a complaint by Nicholas Green MRICS on behalf of The CoreProp Group Ltd (or an alternative Senior employee of the firm if that complaint is in respect of work undertaken by Mr Nicholas Green). We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, the matter will be concluded. We will acknowledge your written complaint within 7 days of its receipt by Nicholas Green and will respond to your complaint within 28 days of its receipt by our office. We will therefore consider your complaint as quickly as possible and provide you with a full response or in the unlikely event of that not being possible, an update on what is happening with your complaint within the aforesaid 28 day period.
Stage 2
If we are able to resolve a complaint to the satisfaction of the complainant, then that will of course conclude the complaint. However, in the event that this is not possible, and we cannot agree on how to resolve the complaint, then a complainant will have the opportunity to take their complaint to the final stage of our Complaints Handling Procedure which is a redress to;
The Property Ombudsman Ltd
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP
t: 01722 333306
e: admin@tpos.co.uk
The above redress mechanism is appropriate for consumer clients.
In the event that you are classified as a business client of our practice, you are to be entitled to have reference to:
CEDR – Independent Adjudication Service for
the Royal Institution of Chartered Surveyors:
100 St. Paul’s Churchyard,
London EC4M 8BU
020 7536 6116
applications@cedr.com
This Complaints Handling Procedure was effected by this practice as at 10 October 2021.
The CoreProp Group Ltd
92 Banner Street
London
EC1Y 8JU
Tel: 020 8050 5060
e: info@coreprop.co.uk, nick.green@coreprop.co.uk