Oakley Property (Sussex) Limited Complaints Handling Procedure

If you have a complaint, then this document sets out the procedure which we will follow in dealing with that complaint.

Where a member of staff is aware of a situation that may result in a complaint, they shall initially pass this on to their department head to try and resolve the matter without further escalation.

If you are unhappy with this outcome, please follow the below procedure to start your complaint process.

If you have a question or if you would like to make a complaint, please put it in writing, including as much detail as possible.

Compliance Team
Oakley Property (Sussex) Limited
The Property Works, 30-31 Foundry Street
Brighton East Sussex, BN14AT
Tel: 01273 688882
Email: compliance@oakleyproperty.com

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the compliance team at the above address. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

Once we have received your written summary of the complaint, we will contact you in writing within 3 working days to acknowledge the complaint and inform you of our understanding of the circumstances leading to the complaint. You will be invited to make any comments that you may have in relation to this.

The first stage of our complaints handling procedure will involve full consideration of your complaint by the compliance team on behalf of the firm. We will try to resolve the complaint to your satisfaction and a formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint. If you are happy with the outcome of the compliance team’s investigation into your complaint, the matter will conclude.

If you are unhappy with the outcome, you should contact us again and we will arrange for a separate review to take place by a senior member of staff on behalf of the firm. They will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made), then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which will be one of the following Alternative Dispute Resolution (ADR) mechanisms:

A) The Property Ombudsman - this is free to consumers and is an approved redress scheme for estate agents under the Consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013.

The contact details for The Property Ombudsman are admin@tpos.co.uk Tel: 01722 333306 Web: www.tpos.co.ukMake a complaint - The Property Ombudsman

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.

B) The Centre For Effective Dispute Resolution (CEDR) – The Independent Adjudication Service For The Royal Institution Of Chartered Surveyors- this is a business-to-business redress mechanism for RICS member firms.

The contact details for CEDR are The Independent Adjudication Service for the Royal Institution of Chartered Surveyors, CEDR, 70 Fleet Street, London EC4Y 1EU Tel: +44 (0)20 7536 6116, Fax: +44 (0)20 7536 6001 E-mail: applications@cedr.com. Website https://www.cedr.com/consumer/rics/