Our complaints handling procedure

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Introduction

A complaint is any expression of dissatisfaction. We aim to provide an exceptional and high standard of services whilst acting with integrity and responsibility. Although TIMESING may not like to receive a complaint we understand that they may be received at some point and, when this happens, we will deal with all complaints reasonably and consistently. 

If, however, you have a complaint about the service we have provided you should follow the company complaints procedure which meets the RICS regulatory requirements. When we manage our complaints well, we can use the opportunity to identify and rectify specific problems with our service and ensure your concerns are treated seriously. 

As a firm regulated by the RICS we have a professional obligation to set out our complaints handling procedure to you, our complaints handling procedure has two stages:

• Stage One gives us the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction. 
• Stage Two gives you the opportunity to have your complaint reviewed and considered by an independent redress provider. 

You can submit your complaint at any time to:

• In writing via e-mail: admin.info@timesing.co.uk
• Verbally by phone:        0333 577 0022

Stage One

Upon receiving your initial complaint, a person will be appointed in our office to deal with your complaint and you will be issued with their contact details. 

Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it to ensure the basis of the complaint is understood before we make any attempt to seek a resolution.

Once we have received your written summary of the complaint, we will register that complaint on our complaints log and contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of our investigation and to let you know what actions have been or will be taken to resolve.

Stage Two

We hope that any complaint you raise will be resolved satisfactorily through Stage One. If we are unable to agree on how to resolve your complaint, then you have the opportunity to take your complaint to an independent redress provider. 

The Centre for Effective Dispute Resolution (CEDR) provides an independent adjudication for disputes between us at no charge to you.

https://www.cedr.com/consumer/rics/overview/