COMPLAINTS HANDLING PROCEDURE (CHP)
New Park Consultancy Ltd takes complaints very seriously and seeks to operate at the highest professional standards. As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages:
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Oliver Cook MRICS FAAV, New Park Consultancy Ltd, Little New Park, Lyndhurst Road, Brockenhurst, Hampshire, SO42 7QH
T: 01590 634264
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within three working days. We will then investigate your complaint and a formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
Stage Two
If you are still not satisfied with our written outcome (or if more than eight weeks has elapsed since the complaint was first made) you can request an independent review by an independent redress provider, as approved by RICS Regulatory Board. This review will be without charge. We have chosen to use the following redress providers:
For Consumer Clients:
The Property Ombudsman
T: 01722 333 306
E: admin@tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our formal written outcome notification, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints handling procedure, before being submitted for an independent review.
For Business Clients:
RICS Dispute Resolution Service, 55 Colmore Row, Birmingham B3 2AA
T 020 7334 3806
E: drs@rics.org
W: www.rics.org/drs
Last revision date: 12 February 2025