Complaints
Complaint handling procedure
At Charles White (NI) Limited our aim is to offer an excellent service that exceeds client expectations.
If you would like to make a complaint, this document sets out the process to follow.
We will take any complaint seriously and will seek to resolve any complaint as quickly as possible. In dealing with complaints, our team will have a polite and professional approach. Similarly, our expectation is that our clients will remain professional in all communication and not be abusive or threatening.
A complaint is defined as dissatisfaction with any aspect of our service that fails to meet the standards set out in our Written Statement of Services or the service of a Contractor who we have instructed to carry out work on your behalf.
A complaint does not include reporting/chasing a repair, invoice queries, anti-social behaviour complaints or complaints between owners/residents.
Complaints are reviewed regularly by Senior Management to monitor our service and understand where improvements need to be implemented.
We have a two-stage internal complaints process before referral to independent arbitration.
Stage one formal complaint
For a first stage complaint, please contact your Client Relationship Manager in writing. Please include your name, property address and client account number. Your complaint should be concise and remain factual.
Your Client Relationship Manager will acknowledge your complaint within 48 hours and may ask for clarification or further information if required. They will investigate your complaint and will respond to it within 28 working days. If, for any reason, it is likely to take longer than this, you will be notified in writing.
We hope that this will resolve matters and the complaint will be closed.
Stage two formal complaint
If you feel that your complaint has not been satisfactorily addressed, then you can raise a second stage complaint. As part of the first stage, the Client Relationship Manager will provide details of the person in senior management who a second stage complaint should be addressed to.
A second stage complaint should be sent to the relevant person in writing. Please detail clear reasons as to why you disagree with our first stage response. We may ask for clarification in order to complete our second stage response. This person will act as a neutral party and will endeavour to look upon the situation objectively and will seek to resolve matters.
We will provide an acknowledgement of your second stage complaint within 48 hours. We will further investigate your complaint and provide a response within 14 working days. If, for any reason, it is likely to take longer than this, you will be notified in writing.
At this point, our internal complaints process will have been exhausted and we will state that in our response.
Independent Arbitration
If you are not satisfied with our Second Stage response, you can approach RICS for independent arbitration. The Arbitration will be conducted in accordance with the Arbitration Act 1996. The decision of the Arbitrator will be final and binding.
Contractor complaints
If you wish to complain about a contractor, please contact your Client Relationship Manager in writing. Please provide us with details of your complaint, including evidence of the alleged defect e.g. photographs. This information will be passed to the contractor to allow them to respond.
We shall not be liable for poor or defective workmanship arising from contractors.
The Client Relationship Manager who investigates any contractor complaint will do so impartially and they will disclose any matter in which they have a material interest or in which any conflict of interest may arise.
Client privacy and confidentiality will be respected as far as is possible at all stages of the process, but the client should note that limited disclosure of some complaints will be necessary to take the complaint forward.
The complaint will be considered on its own merits and on its particular facts and circumstances so that natural justice may be served.
The contractor will be given the opportunity to assess the situation and correct the problem if required. However, if this is not achieved, we may instruct an alternative contractor to resolve the issue and deduct the cost incurred/refuse to pay the original contractor’s invoice.
