Complaints Procedure
1. INTRODUCTION
1.1 ADN Residential Ltd (“ADN”) is an estate agency business registered in England and Wales under company registration number 15852798.
1.2 This Complaints Handling Procedure (“CHP”) has been drafted having regard to:
1.2.1 the size and structure of the business of ADN; and
1.2.2 the nature of our client base.
1.3 We extend our sincere apologies that you have decided to pursue a formal complaint against ADN. This CHP outlines the procedure that will be followed in relation to your complaint. You should understand that we are obliged to follow the directions of our insurers to processing of any complaint which could or might lead to a claim against ADN. These directions may include following a particular course of action and in particular not admitting fault or liability in any way.
2. WHO DEALS WITH COMPLAINTS AT ADN?
Your complaint should be notified in writing to Adam Nachman at ADN (“the Complaints Officer”).
3. HOW DO I COMPLAIN?
3.1 If you wish to make a formal complaint, you will be asked to submit a formal letter of notification (see 4 below) to the Complaints Officer at ADN. This will most likely be by way of follow up to an oral complaint. The content of this letter of notification is dealt with in Paragraph 4 below.
3.2 At the point that you indicate in any conversation to a member of our staff, an intention to make a complaint, a written note will be made of any such conversation and the Complaints Officer notified forthwith, providing him at the same time a copy of the written note of the conversation with you.
3.3 We will at that point also consider what action may need to be taken with our Professional Indemnity Insurers (‘insurers”). You will understand that any interaction we have with our insurers will remain confidential as between us and our insurers.
4. LETTER OF NOTIFICATION
4.1 A letter of notification (“Complaint”) should be clearly identified as such in the letter heading, and contain a brief outline of the claim which specifies as follows:
4.1.1 the identity of the claimant and any other parties;
4.1.2 a brief outline of the claimant’s grievance against ADN; and
4.1.3 if possible, a general indication of the financial value of the potential claim.
4.2 The Complaint should be addressed to ADN and should ask ADN to inform its professional indemnity insurers immediately;
4.3 We will acknowledge the Complaint in writing within 21 days of receipt.
5. REVIEWING THE COMPLAINT AND THEREAFTER
5.1 At this point, a member of the firm will undertake a thorough review of the matter and the issues. We will also create a formal entry in our complaint log which will be updated as the conduct of the Complaint is progressed.
5.2 Subject to agreement with our insurers, we will respond to you in writing within 21 days of the date of our letter of acknowledgement of the Complaint, unless we have already told you that we need more time to review the Complaint, perhaps in conjunction with our insurers.
5.3 Our response will detail the allegation(s), our response, any proposal we make in relation to those allegations, which may include action to address the allegations, by way of rectification and/or financial recompense, and/or if appropriate our denial of liability.
6. SETTLING THE COMPLAINT
If you are satisfied with our response, we will ask you to confirm in writing that such is the case and we will, subject to input from our insurers do all such acts, matters and things as we have agreed in order to treat the Complaint as settled and closed.
7. NOTIFYING THE PROPERTY REDRESS SCHEME
We are also a member of the Property Redress Scheme (“PRS”) under membership number PRS047768, which gives you the right to complain to an external redress provider in the event that you are not satisfied with the outcome of our procedure.If you are 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) you can request an independent review from PRS without charge.
The Property Redress Scheme
1st Floor
Premiere House
Elstree Way
Borehamwood
WD6 1JH
0333 321 9418
complaints@theprs.co.uk
www.theprs.co.uk
Please note the following:
You will need to submit your complaint to PRS within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The PRS requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
7. FURTHER ACTION
7.1 If you remain dissatisfied with our response, or the response of the PRS, you have the right to complain to The Centre For Effective Dispute Resolution (CEDR) or otherwise seek redress through the Courts.
7.2 More information on CEDR can be found at https://www.cedr.com/ and they can be contacted via telephone on 0207 536 6116, or via email at applications@cedr.com
7.3 We expect that if you remain dissatisfied you will seek independent legal advice to pursue such remedies as you are advised you may have and at that point, we will take such action as we are advised to take by our insurers.