If you have a complaint, then set out below is the procedure which we will follow in dealing with that complaint. A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:
Mr James Baker
Viney Limited t/a James A Baker
The Bank, 18 Newbridge Road,
Bath, BA1 3JX
Tel: 01225 789343
Where your complaint is initially made orally, you will be required to send a written summary of your complaint to the person dealing with it.
Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
Within twenty one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Property Redress Scheme (PRS). This service is free to consumers and can consider any consumer complaints including estate agency related complaints. The contact details for the PRS are:
The Property Redress Scheme
42 Lytton Road
Tel: 0333 321 9418
Please note that the above redress mechanism is for consumer complaints only. For business to business disputes we would ask you to contact the RICS Dispute Resolution Service (DRS):
RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AS