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COMPLAINTS HANDLING PROCEDURE

Diafora is committed to providing the highest quality advice and services in the Industry. We acknowledge however that there may be instances where we may get things wrong or make mistakes. To deal with this, we have a complaints procedure which has a two stage process.

WHO REGULATES US?

We are a reputable company that is regulated by the Royal Institution of Chartered Surveyors (RICS) and as such we are required to have an established complaints handling procedure (CHP) in place in accordance with RICS Policy.

RICS Firms Conduct Rule 7  Complaints Handling

A firm shall operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulated Board.

HOW WE WILL DEAL WITH YOUR COMPLAINT

We will not ignore a 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 undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a complaint.

HOW TO COMPLAIN

In all cases, the address for correspondences is:

Mr. Phillip Holden Managing Director

Diafora Limited
Kemp House
160 City Road
Greater London
EC1V 2NX.

Stage 1-Initial Stage

If you have initially made your complaint verbally- whether in person or on the phone-you will be required to send a written summary of your complaint to the address above.

Once we have received your written complaint, we will contact you in writing within seven (7) days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to your complaint.

Within Twenty-One (21) days of receipt of your written complaint, we will write to you informing you of the outcome of our investigations into your complaint and let you know what actions have been or will be taken.

Stage 2-Redress Mechanism

If you are dissatisfied with any respect of our internal handling of your complaint, you are entitled to refer your complaint to one of the following independent redress schemes of which the Diafora is a member.

Businesses

If you are a business then the following redress scheme shall apply :
RICS Dispute Resolution Service (DRS)
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Tel: 020 7334 3806
www.rics.org/drs

Consumer

If you are a Consumer and the complaint is made by a person acting outside of any business or a person to whom a duty of care is owed, then the following shall apply:
The Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE
Tel: 0330 440 1634
Email: enquiries@os-property.org

Approved 14 August 2016
Phillip Holden MRICS MCInstCES MACostE
Managing Director

 

Other Links:

Bribery Act 2010, Modern Slavery Act 2015, and Criminal Finances Act 2017 Statement