Our Complaints Handling Procedure.
At ASG Consulting, we aim to provide a high quality professional service. We recognise, however, that there may be occasions when we get things wrong and our Clients are unhappy about some aspect of our service.
The aim of our Complaints Policy is to give clear details of what steps can be taken to try to get things put right where there is a problem and to allow us to keep an eye on the quality of service we provide so that we can work to improve it.
Step 1
It is important to let your contact that you have been dealing with know that you are unhappy and to give them the chance to put things right. Please contact the member of the ASG team you have been dealing with and hopefully they will be able to sort out the problem straight away.
If you feel, once the ASG team member has answered your query, that you are still not satisfied, see step 2.
Step 2
We have appointed Dave MacMillan (dave@asg-consulting.co.uk) to deal with complaints.
If you have initially made your complaint verbally – whether face-to-face or over the phone – please also make it in writing, addressed to Dave. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.
The first stage of our complaints handling procedure will involve full consideration of your complaint by Dave on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of this investigation into your complaint, the matter will conclude.
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 28 days.
Step 3
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:
CEDR
100 St Pauls Churchyard, London, EC4M 8BU
020 7536 6000
www.cedr.com