Complaints Handling Procedure
1st January 2021
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If you are not satisfying with our service and decided to raise a complaint, we have set out the complaints handling procedures below.
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1. A person with a senior rank will be appointed within the firm to deal with the complaint. if you have a complaint, please contact us here at info@endeavourcc.com with a subject line starting with “Complaint”
2. Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to us via the email stated above.
3. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
4. Within 28 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken, or, if that is not possible, an update on what is happening with your complaint. If you are happy with the outcome of the investigation into your complaint, the matter will conclude.
5. If you remain dissatisfied with any aspect of our handling of your complaint/s, then we will attempt to resolve this promptly through negotiations and / or refer the matter to one of the following.
a. Where the complaint is made by a consumer (which means a person acting outside the course of any business of his, or a person to whom a duty of care is owed) the complaint will be referred to Property Redress Scheme.
b. Property Redress Scheme resolves complaints from consumers about, estate agents, residential managing agents, letting agents and other property professionals. This service is free to consumers. More information is available at Complain Now (theprs.co.uk)
c. If your complaint relates to regulated surveying services, please refer to Report concerns about a RICS Member or RICS-Regulated Firm
d. Where the complaint is made by a business the complaint will be referred to RICS Dispute Resolution Services. For more detail, please visit here at DRS Services (rics.org)