COMPLAINTS
HANDLING
POLICY

Astrius Ltd – T/A Roberts Vain Wilshaw

Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality service to all our clients and part of this commitment is to ensure that we address all complaints professionally within the clearly defined process as outlined below.

If you have a complaint, please contact us with the details.

What will happen next?

1. If your complaint has been made verbally, we will request that you outline the issue in writing.

2. On receipt of your written complaint, we will send you a letter acknowledging receipt within three days of receiving it, enclosing a copy of this procedure.

3. We will then investigate your complaint. This will normally involve passing your complaint to our principal partner, (Richard Roberts), who will investigate your complaint fully and speak to any staff concerned.

4. We will respond to you within 28 days of receipt of your written complaint giving details of the investigation and any actions taken to prevent any recurrence, if appropriate.

5. If the matter cannot be resolved, then a redress mechanism will be chosen by mutual agreement to provide independent adjudication.

If you are a business this will be either
CEDR, 100 St Paul ’s Church Yard, London, EC4M 8BU, Tel: 024 7536 6000, email: info@cedr.com
or
RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AA, Tel: 020 7334 3806, email: drs@rics.org, W: www.rics.org/drs

If you are an individual this will be

The Property Ombudsman Scheme, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, Tel: 01722 333306

January 2019