Complaints Handling Procedure (CHP)

As part of our commitment to our clients, we aim to provide the best possible standard of advice, however sometimes you may feel that the service you have received does not meet your expectations, or you have questions or concerns that you feel we have not addressed. In such circumstances, we will do everything possible to answer your questions promptly and clearly.

In the first instance, please detail your concerns in writing to ensure that we understand the matter fully. 

You can email us at:

team@kennyrelf.co.uk

Or write to us at:

Kenny Relf Surveyors Ltd

18 Whyke Lane,

Chichester,

West Sussex

PO19 7US

We appreciate that this may not be possible for everyone, in which case you can call us on 07712 260 926 to discuss how we can help you access this procedure.

Once we have received your concerns in writing we will:

1. Acknowledge your communication within three working days.

2. Investigate your concerns and respond fully and in writing within 15 working days of receipt of your communication.

3. Keep you informed if there is any delay to the above timeframe. For example, we may need to carry out some further inspections or investigations to provide you with a comprehensive answer.

If our response does not completely satisfy your concerns, you may request a further review which we will respond to within 15 days. In such circumstances, we may request that another surveyor visit the property to independently assess the matter or to conduct further investigations. This will be done at our expense.

If your concerns are not addressed by our further review, you may contact the independent ombudsman. This service is provided without charge to you.

The Property Ombudsman Milford House

43-55 Milford Street Salisbury

SP1 2BP 01722 333306

www.tpos.co.uk admin@tpos.co.uk

Please note: you must refer your complaint to the ombudsman within 12 months of receiving our final viewpoint.