COMPLAINT PROCEDURE - 40 YEARS OF EXPERIENCE - SOUTHPORT

TFK Consult Ltd is committed to providing the highest standards of service. However, we recognise that there may be occasions when our clients feel that our service has not met their expectations. This Complaints Handling Procedure outlines the steps we take to ensure that any complaints are handled promptly, fairly, and effectively.

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1. Introduction

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1.1 We value our clients and are committed to addressing all complaints swiftly and professionally.

1.2 This procedure is per the guidelines and regulations of the Royal Institution of Chartered Surveyors (RICS).

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2. How to Make a Complaint

 

2.1 Complaints can be made in by email, or by telephone.

2.2 The person to contact if you have a complaint is Lesley Knowles:

lesley@tfkconsultltd.uk - mobile: 07702586630

2.3 To help us investigate and resolve the complaint as quickly as possible, please provide the following information:

– Your name and contact details

– A detailed description of your complaint

– Any relevant documentation or correspondence

– The name(s) of the staff member(s) involved, if known

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3. Acknowledgement

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3.1 We will acknowledge receipt of your complaint within 3 working days.

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4.  Investigation

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4.1 We will conduct a thorough investigation into your complaint. This may involve reviewing relevant documents, speaking with staff members, and, if necessary, contacting you for further information.           

4.2   We aim to complete our investigation within 15 working days of acknowledging your complaint. If we need more time, we will inform you of the reasons for the delay and provide a revised timescale.

 

5. Response

 

5.1 Once our investigation is complete, we will provide you with a detailed written response. This response will include:

– A summary of your complaint

– The findings of our investigation

– Any actions we have taken or will take to address the issue

– Any proposed resolution

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6. Further Actions.

 

6.1 If you are not satisfied with our response, you may request a review. Your request should be made within 15 working days of receiving our response.

6.2 The review will be conducted by a further member of the company. The review will be completed within 15 working days, and you will be provided with a final response.

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7. Escalation to The Property Ombudsman (TPO)

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7.1 If you remain dissatisfied with our further action, you may refer your complaint to The Property Ombudsman.   

 

Their contact details are:

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

 

Tel: 01722 333306

Email admin@tpos.co.uk

Website: www.tpos.co.uk

 

8. Record Keeping

    

8.1 We will keep a record of all complaints, investigations, and responses for a minimum of 6 years

 

9. Confidentiality

    

9.1 All complaints will be treated confidentially. Information will only be shared with those who need to know to investigate and resolve the complaint.           

 

10. Continuous Improvement

      

10.1 We are committed to continually improving our services. Feedback from complaints is valuable in helping us achieve this goal. We will review our Complaints Handling Procedure annually to ensure it remains effective and in line with current regulations and best practices.