Complaints Handling Procedure

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.

Gifford Dixon’s procedure for handling such complaints is as follows:-

1. Steven Gifford-Dixon, who is a Director, has been appointed to deal with complaints, and the Client should not hesitate to contact him.
2. Where the Client complaint is initially made orally, the Client will be requested to send a written summary of the complaint to the person dealing with it. This is so that we fully understand what your complaint is and have a written record of it.
3. Once we have received the Clients written summary of the complaint, we will contact the Client in writing within fourteen days to inform of our understanding of the circumstances leading to the complaint. The Client will be invited to make any further comments that they may have in relation to this.
4. Within twenty-eight days of receipt of the written summary, the person dealing with the Clients complaint will write to the Client in order to inform them of the outcome of the investigation into the complaint and to let the client know what actions have been or will be taken.
5. 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 RICS Regulatory Board.We have chosen to use the following redress providers:

The Property Ombudsman (TPO)
Milford House
43 – 55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333306
Email: admin@tpos.co.uk