Strutt & Parker’s Complaints Handling Procedure
Strutt & Parker, a trading style of BNP Paribas Real Estate Advisory & Property Management UK Limited, strives to achieve high levels of client satisfaction in all areas of its business. However, we acknowledge that from time to time things may go wrong. As a result of this and in accordance with the Royal Institution of Chartered Surveyors (RICS) regulatory requirements, we maintain a dedicated Complaints Handling Procedure (CHP) to explain how complaints should be made and how they will be investigated and resolved.
1. In the event that you wish to make a complaint in respect of services provided to you by Strutt & Parker, in the first instance please speak to the relevant office. If you have already spoken to us about your complaint, and it has not been resolved by the office, you should write with details of your complaint to:
Nick Greene FRICS, Senior Director – Complaints and disputes handling
Strutt & Parker,
If you do not have access to email or prefer to supply your complaint in hard copy, please address that in a sealed envelope to Complaints & Disputes handling, care of the office to which your complaint refers.
He will write to you within 5 working days to acknowledge receipt and, if relevant, ask you to expand on any points he would like clarified.
Your complaint will be investigated thoroughly such investigation to include (but not be limited to):
a) A review of Strutt & Parker’s file on the matter
b) Interviewing the employees concerned and, where appropriate depending on the nature of the claim, interviewing other Strutt & Parker employees with expertise in the relevant field.
Following conclusion of the investigation, Mr Greene (or a Director appointed by him) will write to you with our conclusions. Our redress scheme would generally expect a consumer to allow a maximum of 40 working days for their complaint to be fully investigated and responded to before they will consider an escalated complaint raised with them. However, we will aim to respond within 20 working days of acknowledgement of receipt of your written complaint (or subsequent clarifications if requested).If we are unable to meet the shorter deadline, we will keep you informed.
If you are happy with the outcome, the matter will conclude.
2. If, following Mr Greene’s response to your complaint you remain dissatisfied, you may refer the matter to the Property Redress Scheme, to whom we will provide information on request. Any such referral should be within twelve months of the date of our final review letter. The Property Redress Scheme can be contacted as follows:
Tel: 0333 321 9418
Post: Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire WD6 1JH
Business clients may refer the matter to The Centre for Effective Dispute Resolution (CEDR), who can be contacted as follows:
Tel: 020 7535 6000
Post: 70 Fleet Street, London EC4Y 1EU.
Referring a complaint to a dispute resolution service does not remove the requirement for payment under the terms of any contract between Strutt & Parker and you. Any invoices that are due and payable will be subject to our normal debt collection procedures while any referred complaint is being considered.