VFM PROPERTY MANAGEMENT : COMPLAINT HANDLING PROCEDURE
The RICS requires all members who are sole principals, partners or directors of firms that offer services to the public to have in place a complaint handling procedure meeting an agreed minimum standard.
In the unlikely event that you are dissatisfied with the service you have received from an individual member of the RICS or a firm where at least one partner or director is a member of the RICS you should ask for details of their complaints handling procedure and the name of the individual appointed
to manage complaints.
To comply with RICS Rules we must offer a Complaints Procedure. If you are dissatisfied with any aspect of the service we provide then you may make a formal complaint. We set out below the procedure that VFM Procurement Limited will follow in dealing with any complaint:
1 Mr J R A Dyer, MSc MRICS or his appointed representative will deal with any complaint you may have.
If you have a concern or if you would like to make a complaint, please post your complaint in writing to our office address as set out below and marked for the attention of Mr J R A Dyer, VFM Procurement Limited, Provident House, Burrell Row, Beckenham, Kent BR3 1AT
2 Should you need to make a complaint about any member of staff working for the above company, please address this complaint to Mr J R A Dyer, at the address above, marked Private and Confidential.
3 If you have initially made your complaint verbally – whether face to face or on the telephone please also make it in writing addressed to Mr J R A Dyer at the above address.
4 Once we have received your written complaint, Mr Dyer, or an approved representative in his absence, will acknowledge receipt within three working days.
5 Within fifteen working days of receipt of your written complaint, Mr Dyer will write to you to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken. If the matter is complex or requires additional time to further investigate, we will update you
accordingly and keep you informed of progress.
6 If the complainant is still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) then without charge :-
a. Commercial clients may refer the matter to RICS Dispute Resolution Service.
b. Consumer clients may refer the matter to The Property Ombudsman Services Limited if it falls within the scope of the Scheme at the following contact details.
The Property Ombudsman Services Limited (- previously Ombudsman Services: Property)
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
Email: firstname.lastname@example.org Website: www.tpos.co.uk
Further information is available on the RICS website www.rics.org/regulation
If you remain dissatisfied about the way in which your complaint is being handled you should contact the RICS Professional Conduct team who will ensure your complaint is dealt with correctly: RICS Professional Conduct, PO Box 2291 Coventry CV4 8ZJ email@example.com.
Please be advised that any referral requires to be made within twelve months of the date of the original complaint.
VFM Procurement : July 2020