COMPLAINTS POLICY
Cumbria and Northumberland Property Inspections Ltd are committed to providing a quality service for all its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
- making a complaint is as easy as possible;
- we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
- we deal with it promptly, politely and, when appropriate, confidentially;
- we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
Definition: Cumbria and Northumberland Property Inspections Ltd defines a complaint as 'any expression of dissatisfaction (with Cumbria and Northumberland Property Inspections Ltd or with a member of staff), that relates to Cumbria and Northumberland Property Inspections Ltd and that requires a formal response'.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Cumbria and Northumberland Property Inspections Ltd maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint will be judged on its own merit). Should this be the case, the situation will be explained to the complainant.
If you feel you have reason to complain about any part of the service provided Cumbria and Northumberland Property Inspections Ltd contact us immediately.
COMPLAINTS PROCEDURE
If you feel that the service you have received from Cumbria and Northumberland Property Inspections Ltd in any way fell short to the level of service you expected; Contact Cumbria and Northumberland Property Inspections Ltd
- at the address above;
- on the telephone number above
- email: CNPIL@aol.com
An acknowledgement will be sent within 2 working days of receipt of the complaint asking the complainant for full details.
The complaint will be thoroughly investigated and Cumbria and Northumberland Property Inspections Ltd will provide a full response within 21 working day of the receipt of the complaint. If for any reason there is a delay in this process the complainant will be keep informed at all times. The complainant will be invited in to discuss all the issues relating to the complaint.
Cumbria and Northumberland Property Inspections Ltd will attempt to resolve any complaint amicably.
However, if the complainant feels that the complaint has not been satisfactorily dealt by our company complaints procedure they may send their complaint to our registration body SAVA, National Energy Centre, Davy Avenue, Milton Keynes, MK5 8NA; or by telephone on Tel no. 01908 442277 or email registration@nesltd.co.uk.
The scheme will check your complaint and will then pass it to Independent Dispute Resolution Services Ltd, 24 Angel Gate, City Road, London EC1V 2PT. which are an entirely independent mediation and adjudication service.
This service will consider your complaint and decide whether to take action against the Home Inspector as a result. The Home Inspector can be ordered to undertake various actions, including if appropriate, paying compensation. Please be aware that the existence of this process does not affect your existing legal rights.
If you feel you need more information please click here.
Professional Property Inspections
Contact:
Cumbria and Northumbria Property Inspection Ltd
3 Thirlwall View, Greenhead, Brampton, CA8 7HL
Telephone: 016977 47603
Mobile: 07801 433643
Cumbria and Northumbria Property Inspection Ltd
Company No. 6762576 Registered in England and Wales
SAVA Registration - SAVA005505
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