COMPLAINTS PROCEDURE

June 2019

CLIENT COMPLAINTS PROCEDURE

Even in well-regulated companies there may be occasions when a complaint is received from a client. Oakley Jane Independent Inventory Services Ltd takes such issues very seriously and the Charter below sets out the procedure in place to deal with any such complaint. This will be strictly adhered to.

STEP ONE

In the first instance any complaint should be brought to the attention of Oakley Jane by email Complaints@oakleyjane.co.uk

STEP TWO

The complaint will be investigated and the clerk who attended the property will be asked to provide a report.

We will then send a written reply within 5 working days after taking all matters into consideration. If necessary a subsequent visit will also be made & photographic evidence taken.

STEP THREE

If the complaint still remains unresolved then we agree to the referral of the matter to the Property Redress Scheme, The Association of Independent Inventory Clerks (AIIC), or The Association of Professional inventory providers (APIP). Please note that this must be undertaken within three months of the complaint being first reported. The above procedure must be completed (in full) before either body will investigate matters.

© 2020 Oakley Jane LTD
Company Registration No. 10255970