Complaints Policy

COMPLAINTS POLICY 

WHILST WE HOPE NO OCCASION FOR COMPLAINT WILL ARISE ON YOUR PART DURING THE TIME THIS AGREEMENT IS IN PLACE, WE WOULD LIKE TO HEAR FROM YOU IF YOU FEEL WE HAVE NOT PROVIDED THE HIGH QUALITY SERVICE WE ALWAYS STRIVE FOR. WE WOULD BE GRATEFUL IF YOU COULD MAKE YOUR COMPLAINT IN WRITING OR BY EMAIL WHEREVER POSSIBLE. 

OUR COMPLAINTS PROCEDURE 

WE WILL AIM TO DEAL WITH FORMAL COMPLAINTS IN THE FOLLOWING WAY AND ACCORDING TO THE FOLLOWING TIMESCALES: 

IF YOU HAVE A COMPLAINT, THAT YOU HAVE BEEN UNABLE TO RESOLVE TO YOUR SATISFACTION WITH YOUR MAIN CONTACT AT CHAPTER BY SCOTT & SPENCER IN THE FIRST INSTANCE, YOU MAY RAISE YOUR COMPLAINT DIRECTLY WITH LESLEY SCOTT. 

IF THE COMPLAINT CANNOT BE DEALT WITH THERE AND THEN, WE WILL, WITHIN 3 WORKING DAYS, ACKNOWLEDGE IT IN WRITING (WHICH MAY BE BY E-MAIL) AND ENCLOSE A COPY OF THIS COMPLAINTS PROCEDURE. WE MAY ASK YOU TO CLARIFY YOUR COMPLAINT OR EXPLAIN IT IN MORE DETAIL. 

ALSO, WITHIN 3 WORKING DAYS OF RECEIVING YOUR COMPLAINT OR YOUR CLARIFICATION OR FURTHER EXPLANATION OF IT, WE WILL START TO INVESTIGATE YOUR COMPLAINT. WE MAY SUGGEST A MEETING WITH YOU. 

OUR INVESTIGATION WILL USUALLY INVOLVE: 

– REVIEWING YOUR COMPLAINT; 

– REVIEWING YOUR FILE(S) AND OTHER RELEVANT DOCUMENTATION; AND 

– SPEAKING WITH THE PERSON(S) WHO DEALT WITH YOUR MATTER. 

WE WILL AIM TO COMPLETE OUR INVESTIGATION AND RESPOND IN WRITING TO YOUR COMPLAINT WITHIN 15 WORKING DAYS OF THE DATE OF OUR LETTER OF ACKNOWLEDGEMENT. THIS MAY INCLUDE SUGGESTIONS FOR RESOLVING THE MATTER. IF WE NEED LONGER TO COMPLETE OUR INVESTIGATION AND RESPOND TO YOUR COMPLAINT, WE WILL CONTACT YOU AGAIN WITHIN THIS TIMESCALE TO EXPLAIN THE POSITION. 

IF YOU ARE NOT SATISFIED WITH OUR SUBSTANTIVE RESPONSE, YOU MAY PURSUE YOUR COMPLAINT FURTHER WITH US. WE WILL AIM TO CARRY OUT THIS FURTHER REVIEW AND WRITE TO YOU WITH OUR FURTHER RESPONSE WITHIN 15 WORKING DAYS (OR EXPLAIN THE POSITION TO YOU, IF THIS TIMESCALE CANNOT BE MET). 

PROPERTY REDRESS SCHEME 

CHAPTER BY SCOTT & SPENCER IS A MEMBER OF THE PROPERTY REDRESS SCHEME (PRS) AND THEREFORE ENDEAVOR'S TO COMPLY WITH THE PRS CODE OF PRACTICE. WE CAN PROVIDE COPIES OF THESE CODES ON REQUEST, OR THEY ARE DIRECTLY AVAILABLE FROM THE ORGANISATIONS’ WEBSITES. 

IF YOU ARE NOT SATISFIED WITH OUR FURTHER RESPONSE, COMPLAINTS CAN BE REFERRED TO THE PRS AND FURTHER INFORMATION AS TO THEIR PROCEDURES CAN BE OBTAINED BY CONTACTING THEM DIRECTLY AT: 

PROPERTY REDRESS SCHEME – 1ST FLOOR, PREMIERE HOUSE, ELSTREE WAY, BOREHAMWOOD, WD6 1JH 0333 321 9418 / WWW.PRS.CO.UK