Keates Complaints Handling Procedure

This note sets out the procedure we will follow in dealing with any complaint:

1. We have appointed Andrew Johnson, 84 Church Street, Stoke-on-Trent, ST4 1BS to deal with complaints. If you have a question, or if you would like to make a complaint, please do not hesitate to contact him.
2. If you have initially made your complaint verbally — whether face-to-face or on the phone — please also make it in writing, addressed to Andrew Johnson at the above address.
3. Once we have received your written complaint, Andrew Johnson will contact you in writing within seven days. At this stage, we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.
4. Within twenty-one days of receipt of your written summary, we will write to you to inform you of the outcome of our internal investigation into your complaint and to let you know what actions we have taken or will take.
5. If you are a company or trader (business) and remain dissatisfied with any aspect of our internal handling of your complaint, then we can discuss whether we can agree to go to mediation according to the Surveyors Arbitration Scheme.
6. If you are a consumer (member of the public) and are still unhappy with the handling of your complaint, this can be referred to the appropriate body (The Property Ombudsman).