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