COMPLAINTS PROCEDURE (CHP)

Parkdene Property Services Limited are affiliated to ARLA, we have in place a CHP, which meets the regulatory requirements.  Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full.  Our firm will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to stage two.  Stage two gives you the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by ARLA.


If you have spoken to us about your complaint, please put the details of your complaint in writing.  We ask that you put your complaint in writing to make sure that we have a full understanding of the reason for your complaint.  Please send your written complaint to:


Mr Andy Booth

Parkdene Property Services Limited

17 Brighton Place, Brighton, BN1 1HJ

01273 722923

andy@park-dene.co.uk


We will consider your complaint as quickly as possible, and will acknowledge receipt  of your complaint within 3 working days. We will carry out an internal investigation and we will issue a full response within 15 working days.


If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by ARLA Regulatory Board.  We have chosen the use the following redress provider:


The Property Ombudsman Ltd

Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

01722 333 306

www.tpos.co.uk

You can only do this (within 12 months of initial complaint) if we have not provided our final viewpoint letter OR it has been 8 weeks since you wrote to the agent and we have not responded or resolved your complaint.