Complaints Handling Procedure

Question 1

When should you issue your complaints handling procedure?

Answer 1

Details of the avalibility of the CHP should be noted in TOE but only provided once a client has requested or voiced dissatissfaction

Question 2

What does the complaints handling procedure contain?

Answer 2

Sets out how the client can proceed with the complaint, timescale and how it will be dealt and alternative resolutions for the complaint to be dealt with.

Question 3

What is the timescale for complaints to be dealt with

Answer 3

Initial response within 7 days and conclusion within 21 days.

Question 4

How are complaints dealt with at JPS?

Answer 4

To the firms designated complaints handling officer and respond to the complaint if client not satisfied with the reponse the client can seek redress through the registered scheme.

All complaints logged in CHP file and Insurance provider made aware.

Complaint must be received in writing.

Question 5

stages of a CHP

Answer 5

Our CHP has two stages:

• Stage One gives our organisation the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses, then you will have the opportunity of taking your complaint to Stage Two.
• Stage Two gives you as the Client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the Royal Institution of Chartered Surveyors (RICS).

Question 6

JPS independent redress providers

Answer 6

Different for consumers and businesses

Consumer Complaint: Ombudsman Services (Property)

Business Complaint: RICS Dispute Resolution Service

MUST be approved by the RICS Regulartory Board