Complaints Handling Policy

Complaints Handling Policy


Our Commitment to You

Symonds & Sampson are committed to always providing you with a high-quality service.  As a firm, we are members of the Royal Institution of Chartered Surveyors. Our Partners and the majority of our Professional and Agency staff are experienced and highly trained members of either RICS or other relevant regulatory bodies such as NAEA Propertymark, NAVA Propertymark and ARLA Propertymark. These bodies require professional qualifications and standards of service from their members you can trust.
 
We welcome feedback from our clients to help us improve and maintain the standard of service we aim to provide. There may however be instances where the level of service you receive does not meet your expectations, we will do our very best to resolve your concerns as simply and efficiently as possible.  

Exclusions

Please be aware that:
  • We are unable to consider disputes between landlords and tenants which must be dealt with locally; our lettings teams will always endeavour to assist both parties to resolve any such issues.
  • This formal complaint procedure is also not appropriate for end-of-tenancy deposit disputes which would generally be referred to the appropriate tenancy deposit protection scheme for independent adjudication.
  • If your complaint relates to outstanding fees, any fees outstanding will remain due. If the monies are due and you are in dispute with us, it is advised that you make payment on a “without prejudice” basis which means the payment cannot be used as evidence should the dispute proceed to Court.

Stage One
In the first instance, we would ask you to raise your initial concerns with the senior staff within the office with whom you have dealings. We will investigate and discuss the nature of your dissatisfaction with you, considering the details thoroughly and with the aim of reaching an amicable solution as soon as possible.
 
If you are not happy with the process or the outcome, you should escalate the matter within the firm (Stage Two below)  


Stage Two
If after investigation and communication with you, we are unable to agree on how to resolve your complaint, please put the nature of your complaint in writing, by post or email, giving full details to ensure that we have a full understanding of the nature of your dissatisfaction.
 
 Your written complaint should be directed to:

 Patrick Woodford MRICS FAAV
 Symonds & Sampson LLP,
 23 South Street,
 Bridport,
 Dorset, DT6 3NU
 
 pwoodford@symondsandsampson.co.uk
 
 Please ensure that your communication includes:
  • the office and staff member(s) you have been in contact with,
  • the service we are engaged to carry out,
  • how you consider that we have failed to meet expected standards, and
  • what solution you would ideally like to achieve.
     
Mr Woodford, or a Partner appointed by him, will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. We may request further information or clarification from you. We will aim to respond to you within 28 calendar days of receipt of your complaint, or, if we are not able to give you a full response at that time, update you as to when you may reasonably expect a reply.
 
Stage Three
If we are unable to agree on how to resolve your complaint within 40 days of receipt, then you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board. There are different providers for individuals and organisations, and for the particular service your complaint relates to. We will recommend in our Final Response which redress scheme is appropriate.
 
We have chosen to use the following redress providers:
 
For Consumer Clients in relation to Residential Estate Agencies, Lettings Agencies or Property Management:

Consumers using the services of our estate agents, letting agents, and property managers, whether buying, selling, renting or letting a property or where property managers are involved acting for the freeholder, leaseholder or resident's management company can enjoy the peace of mind that a complaint can be resolved by an independent third party agency who has experience in dealing with consumer complaints.
 
The Property Redress Scheme
Premiere House. 1st Floor, Elstree Way, Borehamwood WD6 1JH
0333 321 9418
info@theprs.co.uk
www.theprs.co.uk


 
For Consumer Clients in relation to Surveying and Professional Services:
CEDR is free to consumers and can consider any consumer complaints except for residential agency (sales, lettings, property management).  We would recommend their services for complaints relating to valuations, building surveys, land measurement, professional advice, and project management. CEDR will also consider complaints from small businesses (ie. fewer than 10 employees).
 
Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
0207 520 3800
applications@cedr.co.uk
www.cedr.com
 
For Business-to-Business Clients: the Arbitration Procedure for Surveying Disputes:
CEDR is free to consumers and can consider any consumer complaints except for residential agency (sales, lettings, property management). We would recommend their services for complaints relating to valuations, building surveys, land measurement, professional advice, and project management. CEDR will also consider complaints from small businesses (ie. fewer than 10 employees).

 CEDR Solve
 70 Fleet Street, London, EC4Y 1EU
 0207 536 6060
adr@cedr.com
www.cedr.com
 
Consumer Credit or Insurance Mediation
FOS is free to consumers and can consider complaints under the Financial Services and Markets Act 2000 and the Consumer Credit Act 2006. Symonds & Sampson LLP is regulated by the FCA for activities relating to credit broking (ie. where we assist you with financial lending applications) and insurance distribution. The FOS will also look at complaints from small businesses that have an annual turnover of less than £1 million. Referrals must be made within 6 months of the Final Response. Our FCA Firms Registration Number is 694926.
 
Financial Ombudsman Service (FOS),
South Quay Plaza,
183 Marsh Wall,
London, E14 9SR
T: 0800 025 4567 (free from landline) or 0300 1239 123
E: complaint.info@financial-ombudsman.org.uk
W: www.financial-ombudsman.org.uk/