Complaints Handling Procedure

As a regulated RICS firm, Ashbourne Property Consultants Ltd has in place a Complaints Handling Procedure (CHP) that meets regulatory requirements. Our CHP consists of two stages. Stage One allows our firm to review and consider your complaint in full and try to resolve it to your satisfaction.

 If you remain dissatisfied, stage two gives you the opportunity to escalate your complaint to an independent redress provider approved by the RICS.  A copy of this CHP is available on request. Reference to this procedure is also included in our terms and conditions of engagement.

Stage One – Internal Complaint Handling

If you have a complaint, please submit it in writing to:

Ameet Patel
Ashbourne Property Consultants Ltd
74 Lyon Meade, Stanmore, Middlesex, HA7 1JA

Tel: 02034880071

Email: ameet@ashbourneconsultants.com

Your complaint should include the following details: 

  • Your name and contact details.

  • A clear description of your complaint and any supporting documents.

  • What you expect as an outcome.

We will acknowledge receipt of your complaint in writing within seven working days and provide a full written response within 28 days of receipt.  If we need more time to investigate, we will inform you in writing.

If you are satisfied with our response, the complaint will be considered resolved. If not, you may proceed to Stage Two.

Stage Two – Independent Redress Provider

If you remain dissatisfied with our final response, you can escalate your complaint to the Centre for Effective Dispute Resolution (CEDR), which is a RICS-approved redress provider. CEDR’s services are free to consumers and can consider complaints with the exception of residential agency matters.

For consumer complaints contact:

Centre for Effective Dispute Resolution
100 St Paul’s Churchyard
London, EC4M 8BU
Tel: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com

CEDR will provide an independent review of the complaint and aim to reach a fair resolution.

Staff Awareness and Implementation:

All staff, including administrative personnel, are made aware of our CHP and understand the process. If a complaint is received, they will direct it to the appropriate person within the company for resolution. 

This Complaints Handling Procedure ensures that Ashbourne Property Consultants Ltd meets its regulatory obligations while providing a fair and transparent process for clients. If you require further information, please contact us using the details provided above.