Ellis and Partners Complaints Handling Procedure
As a regulated RICS firm, we have in place a CHP (Complaints Handling Procedure) 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:
Mr A N Ellis
Ellis and Partners (Bournemouth) Ltd
Old Library House, 4 Dean Park Crescent
BH1 1LY
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.
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 in relation to Residential Estate Agency, Lettings Agency or Property Management
- The Property Redress Scheme
- Premiere House. 1st Floor, Elstree Way, Borehamwood WD6 1JH
- 0333 321 9418
For Consumer Clients in relation to Surveying and Professional Services:
- 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 Solve
- 70 Fleet Street, London, EC4Y 1EU
- 0207 536 6060
- adr@cedr.com
- www.cedr.com