Complaints Handling Procedure (CHP)

Complaints Handling Procedure (CHP)


Stage 1

We have appointed Liberty Broome to deal with your complaint. If you have a question or if you would like to make a complaint, please do not hesitate to contact her.

If you have initially made your complaint verbally – whether face to face or over the phone – please also make it in writing, addressed to Liberty Broome as above. This can be sent to our offices or via email to [email protected]. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

The first stage of our complaints handling procedure will involve full consideration of your complaint by Liberty Broome on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Liberty’s investigation into your complaint, the matter will conclude.

We will consider your complaint as quickly as possible. We will provide you with a full response, or if that is not possible, and update on what is happening with your complaint within 28 days.

Stage 2

If the complainant is not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has since the complaint was first made), Aspect Property Management Limited will forward copies of all correspondence and notes to a nominated third party, RICS Dispute Resolution Service.  They will then give an independent point of view and conclusion on the matter.  Their details are as follows:

RICS Dispute Resolution Service

Surveyor Court, Westwood Way, Coventry CV4 8JE

Telephone: 020 7334 3806

Email: [email protected]