Regulation…our mark of quality
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.
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:
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.
Approved 14 August 2016
Phillip Holden MRICS MCInstCES MACostE