Complaints Handling Procedures                                               Back

1. We have appointed Mr Philip Antino BSc (Hons) MSc MRICS FBEng of APA Property Services of 1-2 Cornell Estate, Navigation Road, Chelmsford, Essex CM2 6HE to deal with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him.
2. If you have initially made your complaint verbally - whether face-to-face or on the phone - please also make it in writing, addressed to Mr Antino.
3. Once we have received your written complaint Mr P Antino will contact you in writing within fourteen days. At this stage we will give you our understanding of your complaint. We will also invite you to make any further comments that you may have in relation to this
4. Within a further twenty-one days of receipt of your written summary Mr P Antino will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what action if any has been decided.
5. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, feel free to contact Mr Bernard Living FRICS or Mr K Darling FCI.Arb MRICS of APA Property Services Limited, 1-2 Cornell Estate, Navigation Road, Chelmsford, Essex CM2 6HE who will personally conduct a separate review of your complaint and contact you within twenty one days to inform you of the conclusion of this review
6. Alternatively, if you remain dissatisfied with any aspect of our handling of your complaints, we would recommend mediation according to either the Centre for Dispute Resolution (CEDR) or the mediation process run by the Royal Institution of Chartered Surveyors