Complaints Handling Procedure

At Unique Property Group, we are committed to providing a high standard of service to all our clients. However, if you feel dissatisfied with any aspect of our service, we have a structured Complaints Handling Procedure (CHP) in place to ensure your concerns are addressed promptly and fairly. Our complaints process complies with the RICS Code of Practice.

Stage 1: Informal Resolution

  1. If you have a complaint, we encourage you to contact us informally in the first instance, as many issues can be resolved quickly and effectively.
  2. Please contact your primary point of contact within our team or call our office at [insert contact number]. Alternatively, you can email us at [insert email address].
  3. We will acknowledge receipt of your informal complaint within 3 working days and aim to resolve the issue within 7 working days of acknowledgment.

Stage 2: Formal Complaint

If you are not satisfied with the outcome of Stage 1, you can escalate your complaint by submitting a formal complaint in writing. Please provide as much detail as possible, including:

  • Your name and contact details.
  • The details of the complaint.
  • What you would consider a satisfactory resolution.

Please address your complaint to:

Complaints Manager
Unique Property Group
1 The Briars, Waterberry Drive, Hampshire P07 7YH
info@u-p-g.co.uk

We will acknowledge receipt of your formal complaint within 3 working days and provide a written response within 28 calendar days. If further investigation is required, we will inform you of the revised timeframe.

Stage 3: Independent Redress

If you remain dissatisfied after Stage 2, you may refer your complaint to an independent redress scheme. As an RICS-regulated firm, we are members of the following redress scheme:

The Property Ombudsman (TPO)
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP

Website: www.tpos.co.uk
Telephone: 01722 333306

Alternatively, you may contact:

RICS Regulation
Surveyor Court
Westwood Business Park
Coventry CV4 8JE

Website: www.rics.org/uk/regulation/
Email: regulation@rics.org

Time Limits

Complaints should be raised as soon as possible after the issue arises and no later than 12 months after you become aware of the matter.

Confidentiality and Record Keeping

All complaints will be handled confidentially and in accordance with the General Data Protection Regulation (GDPR). Records of all complaints and resolutions will be kept for at least six years for monitoring and compliance purposes.

We value your feedback and view complaints as an opportunity to improve our services. If you have any questions about our Complaints Handling Procedure, please do not hesitate to contact us.