As a regulated RICS firm and member of The Property Redress Scheme, Land Partners has in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to Stage Two. Stage Two gives you, the client, the opportunity to have your complaint reviewed and considered by the relevant independent redress provider.
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Belinda Littler
Land Partners
The Old Granary, Ovington Hall, Ovington, Suffolk, CO10 8LD
T: 01376 328 297
E: pippa@landpartners.co.uk
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
Stage Two
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, approved by the RICS Regulatory Board. We have chosen to use the following redress providers:
For Consumer Clients:
The Property Redress Scheme
Premiere House, First Floor, Elstree Way, Borehamwood, WD6 1JH
T: 0333 321 9418
For Business-to-Business Clients:
RICS Dispute Resolution Service
1 Sylvan Court, Sylvan Way, Southfields Business Park, Basildon, Essex SS15 6TH
T: 020 7334 3806
E: drs@rics.org
Before accepting your complaint, the relevant redress provider will require that you have followed Stage One of this procedure. For consumer clients, the Property Redress Scheme will normally also require that at least 8 weeks have passed since you first made your complaint to us in writing, with either no response or a response you remain unhappy with. There is no charge to consumer clients for using the Property Redress Scheme.
