CBRE NI – COMPLAINTS HANDLING POLICY
The definition of a complaint is any expression of dissatisfaction. Although no company likes to receive a complaint, it is inevitable that one will be received at some point and, when this happens, the complaint needs to be handled reasonably and consistently to minimise reputational and financial risk. If managed well, complaints can also give the company an opportunity to identify and rectify specific problems with its service and develop its relationship with clients by demonstrating that their concerns are treated seriously. The Rules of Conduct from the Royal Institution of Chartered Surveyors (RICS) specify that it is mandatory for all RICS-regulated companies to publish a complaints-handling procedure, which includes an Alternative Dispute Resolution (ADR) mechanism, and must maintain a complaints log. The purpose of this policy is to provide all of our employees, contractors, clients and any other stakeholders with information on how CBRE NI will undertake an adequate process in handling complaints.
This policy applies to all formal complaints and must be provided to any potential complainant upon request.
As a regulated RICS company and to ensure ISO:9001 standards are met, LDM Belfast Limited t/a CBRE NI have in place a Complaints Handling Policy (“CHP”), which meets the regulatory
requirements. Our CHP has two stages.
Stage one of the CHP gives our company the opportunity to review and consider your complaint in full. Our company 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. This stage gives you, the complainant, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
Stage One
If you have a complaint that you cannot resolve with the Director responsible for dealing with the matter, then this note sets out the procedure which CBRE NI will follow in dealing with that
complaint.
1. You should contact our internal Complaints Handler
Paddy Henry
Senior Director
LDM Belfast Limited t/a CBRE NI
The Linenhall
32-38 Linenhall Street
Belfast BT2 8BG
paddy.henry@cbreni.com
Tel: 028 9043 8555
In order for a complaint to be considered, it must be made in writing. A written summary of your complaint should be sent to the contact provided above.
2. Once a complaint has been received, we will contact you in writing within seven working days to inform you of how we will investigate your complaint.
3. Within twenty-eight working days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. In some instances, your complaint may take longer than this to investigate, if so, we will write to you to inform you of our progress.
4. If you are dissatisfied with any aspect of our handling of your complaint, you should contact Brian Lavery, Managing Director, CBRE NI brian.lavery@cbreni.com , at the above address who will personally commission a separate review of your complaint and contact you within fifteen working days to inform you of the conclusion of this review.
Stage Two
5. If the complaint has still not been resolved to your satisfaction, then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. Alternative Dispute Resolution is a way to resolve disputes between clients and firms after an internal complaints procedure has been exhausted. ADR is an important part of RICS regulation and helps to protect the public. CBRE NI will agree to the referral of your complaint to;
The Centre for Effective Dispute Resolution (“CEDR”):
100 St. Paul’s Churchyard,
London
EC4M 8BU
t 020 7536 6000
e info@cedr.com w
www.cedr.com.
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