CLIENT COMPLAINTS

HANDLING PROCEDURE

If you are unhappy with any aspect of the work carried out by Michael Parkes Surveyors Limited or a member of the staff of the practice, on your behalf, then you should speak initially to the member of staff who carried out the work to discuss your concerns.  If you do not wish to, or are unable to speak to the member of staff who carried out the work, then you should speak to Denise M Ford BSc (Hons) MRICS, Managing Director, who can be contacted on 01634 294994 to discuss the matter.  The Managing Director will undertake an investigation into your complaint and will respond to you accordingly.

If you are still not satisfied with the response to your complaint, a letter setting out the issues relating to that complaint should be put, in full, in writing to the Managing Director at the following address:

C6 Laser Quay, Culpeper Close, Rochester, Kent, ME2 4HU

We will acknowledge receipt of your complaint in writing within seven days.

A senior member of staff, other than the person who dealt with the work concerned, will then prepare a report to the Managing Director, or the Managing Director will prepare the report herself.  The report on the matter will be as objective and open as possible and a copy will be sent to you with the Managing Director’s conclusions within twenty-one days of receiving your complaint.

If you are not content with the internal investigation and the Managing Director’s conclusions, you may wish to contact the body that regulates our profession, at the following address: