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D. R. Kivell Country Property

In-House Complaints Procedure

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

COMPLAINTS HANDLING PROCEDURE (CHP)

As a regulated RICS firm we have in place a CHP, 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 David Kivell

D. R. Kivell Country Property

South Brentor, Tavistock, Devon, PL19 0NW

Email address: david@drkivell.co.uk

Website: drkivell.co.uk

What will happen next?

We will send you an email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure, along with a copy of The Property Ombudsman ‘ A consumer guide for helping you resolve your dispute’.

We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

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 provider:

The Property Ombudsman Ltd                                               

Milford House                                                                            

43 - 55 Milford Street                                                               

Salisbury                                                                                     

Wiltshire                                                                                     

SP1 2BP                                                                                       

Tel: 01722 333306                                                                   

Fax: 01722 332296                                                                   

Email address:  admin@tpos.co.uk                                        

Website: www.tpos.co.uk

Make a Complaint - The Property Ombudsman (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.