Complaints Procedure
We are a company that is regulated by RICS and as such we are required to have in place a complaints handling procedure (CHP) in accordance with RICS policy.
Sarah Roe Associates is committed to providing high quality advice and services. We acknowledge however, that there may be instances where we get things wrong or make mistakes. To deal with this, we have a complaints procedure.
We will Deal with Your Complaint
We will not ignore a complaint. In fact, it may help us to see where our services or procedures might be improved. If you feel we have made a mistake or undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a “complaint”.
How to Complain
In all cases the address for correspondence is:
Ms. Sarah Roe, Sarah Roe Associates, Greenwich Cottage, Kidmore End, Reading RG4 9AY.
If you have initially made your complaint verbally – whether in person or on the phone – you will be required to send a written summary of your complaint to the address above.
Once we have received your written complaint, we will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.
Within twenty one days of receipt of your written complaint, we will write to you informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken.
If you are dissatisfied with any aspect of our handling of your complaint, you are entitled to refer your complaint to the following redress schemes of which Sarah Roe Associates is covered by virtue of our RICS membership:
CEDR Services Ltd., 70 Fleet St, London EC4Y 1EU