Complaints Protocol

At PS&PS we aim to provide a service that meets your expectations. However, we recognise that there will be instances where things do go wrong and in these cases, we will take your complaint seriously and on the occasion of a complaint being made we will do our best to resolve it fairly and promptly.

Procedure for complaints

Nominated Complaints Handler - Lee Webster Dip.CILA MCIOB AssocRICS.

First off, we would recommend you put your complaint in writing (by post) to the above named, at: Principal Surveying & Project Services Ltd, PS & PS, PO BOX 6968, Cannock, WS12 9GN. This is to ensure that we fully understand what your complaint is and a written record of it is held.

The Procedure for complaint handling is dealt with in two formal stages:

Stage 1

Your complaint will be acknowledged by telephone and, a written acknowledgement will be sent out within 7 working days. Consideration will be given to your complaint and a full response will then be provided, in writing, within 28 days of receipt, of the initial complaint. Should a full response not be forthcoming within the 28 day period; a holding letter will be issued covering the reasoning behind the delay (Should there be sufficient reasoning behind not issuing a full response within the designated 28 day period). Should this issue arise, within the holding letter a key stage chart will be included, which will cover the adjusted durations to reflect the expected full response, receipt date.

All endeavours will be taken to resolve your complaint in a timely and fair manner. Should the outcome of the investigation into your complaint, be satisfactory, the matter will be concluded and confirmed in a writing.

In the event you consider the outcome of your complaint is unacceptable and an agreement cannot be reached, you can progress your complaint to the Stage 2 (Final Stage) of our complaints handling procedure:

Stage 2

When an agreement cannot be reached, we will write to you explaining our stance but confirming our investigation into your complaint has been exhausted and should you wish to pursue your complaint further, contact:

Ombudsman Services: Property,

PO BOX 1021,

Warrington,

WA4 9FE

Telephone: 01925 530 270