Terms of Service.

Henderson & Partners Group Complaint Handling Procedure

Henderson & Partners takes complaints very seriously. We always strive to provide excellent standards of service to all who deal with us, and will investigate where and why this does not happen. If you are unhappy with our services, then please let us know. We want to understand what has gone wrong and work with you towards a solution as quickly and effectively as possible. Our complaints procedure is outlined below.

This procedure covers complaints about the way Henderson & Partners, or our staff, has provided a service, behaved, or made a decision.

Stage 1 – First contact

The first step in this process is to tell us about the issues you have experienced.   Please submit your complaint in writing, by e-mail to michelle.knight@hendersoncurle.co.uk who will make a full response to the points raised.  Please include full details of your complaint and your preferred contact details. We will acknowledge a complaint within five working days and provide a full response to you within fifteen working days.

Stage 2 – Escalation

If you are not happy or disagree with the response received this should be escalated to a director within the business who will then personally review the matter and will respond within the same timescales as Stage 1. If your issue is in respect of a particular Director of Company this will be reviewed by another Director to ensure that any matter is taken seriously and addressed in the appropriate manner.

Stage 3 – Alternative dispute resolution

If you are not satisfied with the responses received, then your complaint will be escalated to an RICS Dispute Resolution Service for them to attempt a successful resolution.

Abusive or persistent behaviour

We will not tolerate any abusive behaviour towards any member of our staff. Should any evidence of abusive behaviour be recorded, we reserve the right to restrict contact with staff and in the most severe cases, decline to proceed with any further contact until such behaviour ceases. Likewise, persistent complaints that have already been through the complaint handling process will be disregarded if we feel that we have taken the matter as far as we are reasonably able.

Complaint Handling Procedure – V1 – June 2020