Complaints Handling Procedure

Complaints Handling Procedure (“CHP”)

If any member of the public has a complaint against Thomson Broadbent or any member of our staff, this procedure outlines how we will address it.

How to Make a Complaint

As a regulated firm, we’ve established a Complaint Handling Procedure (“CHP”) that adheres to regulatory standards. Our CHP includes multiple stages to ensure thorough processing:

• Stage One:
  We aim to resolve your complaint to your satisfaction. If our resolution doesn’t meet your expectations, you can escalate it.

• Stage Two:
  If you’re dissatisfied with our response, you may request a review by a different Senior Manager or Director within Thomson Broadbent.

• Stage Three:
  If the issue persists, you have the right to escalate the complaint to an independent redress provider accredited by RICS. The relevant providers are included in this CHP.
  
  

Complaint Stages

1. Stage One

Submit your initial complaint in writing to:

Debbie Goodfellow
Email: cases@thomsonbroadbent.co.uk
Thomson Broadbent Ltd
2 Brisbane House
Corbygate Business Park
Priors Haw Road
Corby
NN17 5JG

• Acknowledgment:
  We will acknowledge your complaint within 5 business days of receipt.

• Response Time:
  A comprehensive response will be provided within 30 days. If more time is required, we will inform you with an explanation.
  
  

2. Stage Two

If you’re unsatisfied with our initial response:

• You may request a review by another Manager or Senior Manager within Thomson Broadbent.
• We aim to provide a response within 15 working days.
• Should your concerns persist, you can escalate to our external complaints process.
  
  
  

3. Stage Three

If you remain dissatisfied after Stage Two, you may escalate your complaint to an external redress provider:

• Centre for Effective Dispute Resolution (CEDR)
  https://www.cedr.com/consumer/rics/
  Email: surveyors@cedr.com

• The Property Ombudsman
  https://selfserve.tpos.co.uk
  Email: admin@tpos.co.uk