Complaints handling policy

As a regulated RICS (Royal Institution of Chartered Surveyors) firm, Baileys and Partners Limited (Trading as Baileys and Partners) have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. In this notice, references to ‘we’, ‘us’ or ‘our’ mean Baileys and Partners.

We take any complaints which you have in relation to the Services which we provide very seriously. In the first instance we would encourage you to engage with the member of staff concerned, they will endeavour to rectify your complaint. If you are unable to adequately resolve your complaint with the member of staff you have been dealing with please follow the two stage CHP procedure below:

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 set out 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 marked to:

Baileys and Partners
Tyddyn Du
Llanbedr
Gwynedd
LL45 2LR
Phone: 01341 241700
Email: helen@baileysandpartners.co.uk
Website: www.baileysandpartners.co.uk

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. We will endeavour to respond as quickly as possible. We will provide you with an update in the event that we are unable to respond to your complaint fully within 28 days of receipt.

Stage Two

If you are dissatisfied with our response to your complaint or we are otherwise unable to adequately resolve it, then you have the right to raise your complaint with an independent organisation (approved by the RICS).

For general professional services complaints

Please address complaints to:

Centre for Effective Dispute Resolution (CEDR)
100 St Paul’s Churchyard
London
EC4M 8BU
Phone: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com

For property related complaints

Please address complaints to:

The Property Ombudsman (TPOS)
Unit 159756
PO Box 7169
Poole
BH15 9EL
Phone: Consumers – 01722 333 306. Businesses – 01722 335 458
Website: www.tpos.co.uk