Our Complaints Procedure

1. We have appointed N.R. Verdin, 200 London Road, Southend on Sea, Essex, telephone 01702 394959 to deal with your complaint. If you have a question, or if you would like to make a complaint, please don’t hesitate to contact him.

2. If you have initially made your complaint verbally – whether face to face or over the phone – please also make it in writing, addressed to N.R. Verdin, 200 London Road, Southend-on-Sea, Essex or by email to nickverdin@hairandson.co.uk. This is to ensure that we fully understand exactly what your complaint is and have a written record of it. He will respond to you within three working days

3. The first stage of our complaints handling procedure will involve full consideration of your complaint by Nick Verdin – partner, on behalf of the business. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of his investigation into your complaint, the matter will conclude.

4. We will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 15 days.

5. However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which for all matters relating to residential sales, auctions, commercial, property management and lettings are handled by The Property Ombudsman, Milford House, 43- 55 Milford Street, Salisbury, Wiltshire SPI 2BP; T: 01722 333306, fax: 01722 332296, email: admin@tpos.co.uk and website: www.tpos.co.uk

6. All other matters will be dealt with by RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry, CV4 8JE; T: 020 7334 3806 and email: drs@rics.org or such other suitable redress mechanism as agreed between us. Your complaint may also be dealt with The Centre for Effective Dispute Resolution, if you wish. https://www.cedr.com