Our two-stage process for resolving client concerns fairly and transparently
As a RICS-regulated firm, CJ Bloor Property Consultants Ltd maintains a formal Complaints Handling Procedure (CHP) that meets RICS regulatory requirements and the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
We are committed to providing a high standard of service. If something has gone wrong, we want to know about it so that we can put it right and learn from it. Our CHP has two stages: an internal investigation by our team, and, if you remain dissatisfied, independent redress through a certified ADR provider approved by RICS.
If you feel that we have not met the standard of service you expected, please set out your complaint in writing, including:
Email: complaints@cjbloor.co.uk
Post: Complaints, CJ Bloor Property Consultants Ltd, 91 Princess Street, Manchester, M1 4HT
We will acknowledge your complaint in writing within 3 working days of receipt. A Director or senior member of our team will review your complaint and provide an Initial Response Letter within 15 working days. Where we need additional information from you to investigate properly, we will tell you within the acknowledgement period and the 15-day period will run from the date we receive that information.
If you remain dissatisfied, you may request a further internal review. The Director (or, if the Director conducted the initial review, a separate senior reviewer) will reconsider the matter and issue a Final Response Letter within 15 working days of receiving your request. The Final Response Letter will set out our final position and inform you of your right to refer the matter to Stage Two.
If you remain dissatisfied at the end of Stage One, or if more than eight (8) weeks have passed since you first made your complaint without it being resolved, you may refer the matter to a certified independent ADR provider.
We have selected the Centre for Effective Dispute Resolution (CEDR) as our certified ADR provider for both consumer and business clients. CEDR is approved by RICS and certified under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre, 100 St. Paul’s Churchyard, London EC4M 8BU
Tel: +44 (0)20 7536 6000
Email: info@cedr.com
Web: www.cedr.com
CEDR will review the complaint independently. Their decision is binding on the Company; the consumer may decide whether to accept or reject the outcome. CEDR may charge a fee — current fees are published on their website.
Where a complaint or claim relates to a matter that may be capable of inspection, we are entitled to a reasonable opportunity to inspect or re-inspect the property before any remedial works are carried out. This allows us, and where relevant our professional indemnity insurers, to verify the position and respond meaningfully to your complaint.
You are asked, so far as reasonably practicable, not to instruct any third party to carry out remedial works to the matter complained of until we have had that opportunity. In an emergency (where works are needed urgently to prevent injury, damage to the property, or further loss), works may be carried out without prior re-inspection, provided that:
Where you have, without good reason, prevented us from having a reasonable opportunity to inspect, we may decline to consider the relevant part of your complaint or claim, or our ability to investigate fully may be limited. We will not unreasonably refuse to accept that good reasons existed (for example, a property sale being concluded, or remedial works having formed part of a separate transaction).
We keep a written record of every formal complaint received, including its nature, our response, and the outcome. Records are retained securely in accordance with our data retention policy and are made available to RICS on request as part of regulatory monitoring.
Complaints are handled confidentially. Information will only be shared with third parties where necessary to investigate or resolve the complaint, where required by law, or with your consent.
This CHP deals with complaints about the standard of our service. If your concern relates to suspected breaches of RICS professional standards or rules of conduct, you may also raise the matter directly with RICS Regulation, regardless of where you are in this CHP. RICS does not adjudicate compensation claims but does investigate matters of professional conduct.
