CHASE EVANS COMPLAINTS PROCEDURE
WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction, however made, about standards of service, actions, or lack of action by the Agent or its employees affecting a customer or a group of customers.
If you think the Agent has:
• Done something badly or in the wrong way
• Done something we should not have done
• Failed to do something we should have done
• Treated you unfairly or discourteously
• Discriminated against you
• Acted in a way that is contrary to our policies or procedures then you are entitled to let us know in the form of a complaint using this content as a guide
WHAT IS NOT A COMPLAINT?
Most of the contacts we have with you are enquiries or comments. This Complaints procedure does not therefore cover:
• Requests for services
• Requests for information
• Appeals against Agents decisions which have been made in line with the Agents policies and processes
• Investigating matters of employee discipline
• Complaints to the Agents insurers e.g. where the complainant seeks payment of compensation for personal injury or loss of or damage to a property.
HOW CAN I MAKE A COMPLAINT?
- INFORMAL COMPLAINT
You can make your informal complaint in the following ways:
• By calling our Property Management team on 020 3869 2191
• In writing to Chase Evans – Head Office, Strata Tower, 10 & 12 Walworth Road, London, SE1 6EE
• By e-mail to firstname.lastname@example.org
Initially within the first instance complaints should be made to the member of staff involved or his / her Branch Department Manager.
To make sure your complaint is dealt with promptly, please try to include as many details as possible including dates, times, the nature of the complaint, any parties involved and whether you feel the complaint is a result of direct discrimination. A friend or relative can act on your behalf if you wish.
When making the complaint, please ensure you keep details of who you made the complaint to, again including dates and times if possible.
- FORMAL COMPLAINT
Initially complaints should be made to the member of staff involved or his / her Branch Department Manager.
If your concerns are not resolved at this stage you should write to:
Customer Services Manager
Chase Evans – Head Office
10 & 12 Walworth Road
Your complaint will be acknowledged within 3 working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.
If you remain dissatisfied, you should write to:
Chase Evans – Head Office
10 & 12 Walworth Road
Once again your complaint will be acknowledged within 3 working days of receipt and the formal written outcome of the investigation will be sent to you within 15 working days. Please include all the information from your original complaint including any reference numbers, dates and names. The Director will carry out a further investigation and will give a written outcome containing Chase Evans’ final view on the matter and will also confirm that you are entitled, if dissatisfied, to refer the matter to the Property Redress Scheme (PRS) within twelve months for a review.
THE PROPERTY REDRESS SCHEME
If you are still dissatisfied with the outcome from the Director you may contact the Property Redress Scheme and request that an independent investigation be carried out.
The Property Redress Scheme is a government approved independent redress scheme and the service is Free of Charge.
Please bear in mind that the PRS will only review complaints that have completed the Chase Evans’ complaints procedure and will only review complaints made by consumers. For unresolved business to business complaints there are provisions for matters to be referred to mediation or arbitration as appropriate.
The address for the Property Redress Scheme is:
The Property Redress Scheme
Telephone: 0333 321 9418
CHASE EVANS PROMISE
We are committed to providing a quality customer service and duty of care. Your complaint will be investigated and dealt with as quickly as possible. We aim to respond to all informal complaints within 3 working days and all formal complaints within 15 working days. The Agent reserves the right to extend the response time-scale when considered appropriate by the Director or Agent’s Solicitor. The Agent also retains discretion to vary the complaints procedure when considered appropriate. We will treat all the information you give us in confidence. We will keep you informed and do everything we can to help you and will explain our decision to you. Your rights to the Agent services will not be affected in any way if a complaint is made.
CHASE EVANS EMAIL DISCLAIMER
Our e-mails and/or any files transmitted with them are confidential and intended solely for the use of the individual(s) or entities that they are addressed to. If you have received an email in error please notify your systems manager. Our messages contain confidential information and are intended only for the individual(s) named. If you are not the named addressee you should not disseminate, distribute or copy the e-mail. Please notify the sender immediately by e-mail if you have received our e-mails in error and please delete our e-mails from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents is strictly prohibited.