COMPLAINTS HANDLING PROCEDURE

Shonki Brothers Limited is committed to providing high quality advice and services. We hope you are happy with the service you receive, but if something goes wrong, we’d like the chance to put it right. We will not ignore a complaint. In fact, it may help us to see where our services or procedures might be improved.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.

To deal with any issues, we have a complaints procedure.

We are a company that is Regulated by RICS and as such we are required to have in place a complaints handling procedure (CHP) in accordance with RICS Policy.

RICS Firms' Conduct Rule 7 ‐ Complaints handling

"A Firm shall operate a complaints handling procedure and maintain a complaints log.The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulatory Board."

This sets out the two-stage procedure we will follow in dealing with any complaint.

STAGE ONE

How to Complain

If you have initially made your complaint verbally, whether in person or on the phone, you will be required to send a written explanation of your complaint in order to ensure clarity and full understanding of the issues about which you are complaining.

In all cases, the address for correspondence is:

Mr Kal Sangra, Director, Shonki Brothers Limited, 85 Granby Street, Leicester LE1 6FB

Telephone: 0116 254 3373

Email: info@shonkibrothers.com

Following this, the first stage of our complaints handling procedure will commence involving full consideration of the complaint and we will acknowledge receipt of your complaint within 3 working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
• If you are happy with the outcome of the investigation into your complaint, the matter will conclude and this will be confirmed in writing. However, if at this stage you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) then you will have the opportunity of taking your complaint to Stage Two.

STAGE TWO

If you are dissatisfied with any aspect of our internal handling of your complaint, you are entitled to refer your complaint to one of the following two independent redress schemes of which Shonki Brothers Limited is a member and which are approved by the RICS Regulatory Board. This is the final stage of our CHP.

Please Note:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

If you require further information on dispute resolution, or would like to seek clarification outside of our complaints handling procedure, please visit www.rics.org/regulation or contact the RICS Dispute Resolution Service on 0207 334 3806.