We are committed to providing a high-quality service to all our clients & customers. Our aim is to achieve the highest level of customer satisfaction possible. In the unlikely event that you are dissatisfied with any aspect of our service please let us know and we will endeavour to resolve the issue as quickly as possible.
Let us know if you are unhappy about:
- A decision we have made
- Any aspect of our work
- A member of our staff providing incorrect information or treating you unprofessionally.
Dealing with your complaint immediately
Our aim is to resolve complaints on the spot, so please make your complaint directly to the Lettings Manager, Alison Lilly, who will make best efforts to resolve the matter for you. If your complaint involves the Lettings Manager please address your complaint to one of our Directors.
Formal complaints
If you are not happy with the response to your complaint or you wish to make a formal complaint immediately please send your complaint to us in writing, addressed to Complaints, Whitaker Cadre, Suite 3, The Point, 1 Lower Railway Road, Ilkley, West Yorkshire, LS29 8FL as soon as possible.
Acknowledgement
Notwithstanding, that we may be able to resolve your complaint very quickly, we will always provide a written acknowledgement of your complaint, within 3 days of receipt. Response We will deal with your complaint confidentially and quickly. In all cases your complaint will not be considered or investigated by anyone directly involved. We will attempt to provide a formal response within 15 days. If this is not possible, for any reason we will advise of the reasons and agree a deadline with you for our response.
Resolution
Our response will be in writing for you to consider. Should there be good reasons for you not accepting our response please let us know the reasons and the matter will be looked at again. We will then provide you with a final response.
The Property Ombudsman (TPOS) – For Consumers
Should you not be satisfied with the final response you will be able to make a complaint to The Property Ombudsman. There are restrictions on the type of complaint the Ombudsman can consider. These are all outlined within TPO leaflets available at our branch office, or from www.tpos.co.uk
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire , SP1 2BP – 01722 333 306 – admin@tpos.co.uk – www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
CEDR Services Ltd – Business to Business Disputes
If your complaint remains unresolved, we may use an external resolution organisation to resolve the matter.
We are able to use CEDR Services Ltd as a mediation provider. Mediation is a flexible process conducted confidentially in which a neutral person actively assists the parties in working towards a negotiated agreement of a dispute or difference, with the parties in ultimate control of the decision to settle and the terms of resolution CEDR Services Ltd can be contacted via email at adr@cedr.com.
Please note that as this is a Business to Business Dispute, both parties would be liable in paying CEDR Services Ltd’s fees.
Whitaker Cadre is regulated by RICS for the provision of surveying services. This means we agree to uphold the RICS Rules of Conduct and all other applicable mandatory professional practice requirements of RICS, which can be found at www.rics.org. As an RICS regulated firm we have committed to cooperating with RICS in ensuring compliance with its standards. The firm’s nominated Responsible Principal is Matthew Lamb, Director, and contact details are – matthew@whitakercadre.com.
