Coast Property Surveyors Complaints Procedure

In acknowledgement of the complaint that has been made, please find our complaints guidance below to ensure that the issue gets resolved in the most efficient and appropriate way. On behalf of all the team at COAST we apologise that you feel the need to make a complaint and hope that the issue can be resolved promptly.

Our aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, a complaints procedure has been introduced. This provides for the matter to be dealt with internally by Mr Christopher Mitchell and in the event that we are not able to deal with the issue to our mutual satisfaction, by reference to The Property Redress Scheme. Please write to:

Mr Christopher Mitchell, COAST Property Surveyors, 27 Hyde Road, Paignton, TQ4 5BP or email surveys@coastpropertysurveyors.co.uk

Please include the following information and evidence, where it is relevant:

• An outline of your complaint explaining why you feel that we have not provided a first class service
• What you would like us to do to resolve it
• Any specific details that you feel would help us with resolving your complaint, including, but not limited to:

                   – Names of advisors you have spoken to in connection with the complaint

                   – The branch name in connection with the complaint

                   – Time(s) and date(s) of the incident(s)

                   – Telephone numbers and/or addresses you have used to contact us

                   – Any written documents relating to your complaint

                   – Any other documents which are relevant and support your complaint

When we receive your complaint, we will send you a ‘confirmation of receipt’ within 3 working days. We will fully investigate the point(s) you raise and, within 10 working days of us sending you the confirmation of receipt, you will receive our full response. If we are unable to resolve your concerns during this time period, we will provide you with an estimate of when you will receive our full response and reasons for any delay.

After our final written response, we may conclude that the complaint is closed, and if so, we reserve the right not to enter into any further communication.

If you remain unhappy with our response and have exhausted our complaints procedure, as we are members of the Property Redress Scheme, a government approved redress scheme who resolve complaints between members and their consumers, you can contact them and ask them to investigate your complaint. However, before raising your complaint with The Property Redress Scheme you must have waited 8 weeks from the date of your written complaint to us for us to investigate and respond and be able to show that it is still within one year from the last communication we had with you, relating to this complaint.

The Property Redress Scheme is free to use for those making a complaint and further information and guidance on how to resolve complaints is available for you on their website www.theprs.co.uk/Consumer

You can also contact The Property Redress Scheme via email or post:

Email: complaints@theprs.co.uk By post at: The Property Redress Scheme Premiere House, 1st Floor Elstree Way Borehamwood WD6 1JH

Please note that this complaints procedure is solely to deal with any problems with COAST Property Surveyors, if the issue is directly with third parties such as vendors or contractors, we can only try to help settle your grievance.

Kind Regards

Mr Christopher Mitchell