COMPLAINTS HANDLING PROCEDURE STAGE 1:
This stage gives us the opportunity to review and consider your complaint in full.
Our commitment to you is that we will never ignore your complaint. In fact, it may help us to see where our services or procedures might be improved. If you feel we have made a mistake or done something that you found to be unsatisfactory or unacceptable, please let us know, even if you do not think your particular concern amounts to a ‘complaint’.
Even if you have already spoken to us about your concerns or complaint, we would also ask you put the details of your complaint in writing so that we can make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Mr J Johnson FRICS, Managing Director, Ashdan Consulting Ltd, Office 82, ViewPoint Derwentside Business Centre, Consett.
We will acknowledge receipt of your complaint within 7 days, giving you our understanding of your case, and invite you to make any further comments in relation o your complaint.
We will seek to respond in full within 28 days, informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken.
If we are unable to give you a full response within this time, we will provide you with an update within 28 days.
As part of this process, we will endeavour to reach a resolution that is to your satisfaction during this stage.
However, if you are not happy with our response, or if we are unable to agree on how to resolve your complaint then you will have the opportunity to take your complaint to Stage 2.