We are very sorry that you have a complaint – here’s what to do to if you are dissatisfied with any aspect of the service you have received from us at Cheffins. If you have made your complaint verbally, whether face to face or over the phone, please also make it in writing addressed to the Compliance Officer:
By post:
Compliance Officer
Cheffins
1-2 Clifton Road
Cambridge
CB1 7EA
Or email:
[email protected]
This is to ensure that we fully understand the nature of your complaint and have a written record of it.
Data Protection Complaints
If you have concerns about how we handle your personal information, we encourage you to contact us first so we can try to resolve the issue. You can raise a data protection complaint by email or by writing to us using the contact details above. We will acknowledge your complaint within 30 days. We may ask you to confirm your identity or that you are authorised to act on behalf of another. We will then investigate your complaint and keep you informed of its progress and explain the outcome in line with applicable data protection law, including the Data (Use and Access) Act 2025 (DUAA) and the UK GDPR.
If you continue to have concerns about the way that your personal information is being handled, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO). The ICO can be contacted at Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF or www.ico.org.uk.
All Other Matters
We will acknowledge your complaint within 3 working days. We will consider your complaint as quickly as possible, and provide you with a full response or, if that is not possible, an update on what is happening with your complaint within 15 working days.
The first thing that the Compliance Officer will do will be to identify which area of the business your complaint relates to and establish the facts of the issue from both your complaint and our records. We will then try to assess how your complaint arose and attempt to resolve the complaint to your satisfaction. If you are happy with the outcome of the investigation into your complaint, this will conclude the matter.
However, if we cannot agree on how to resolve the complaint or eight weeks have passed since the date on which we first received your complaint in writing, and the issues remain unresolved, then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which involves entering into mediation with an alternative dispute resolution provider (ADR) as detailed below:
For Consumers (Private Individuals)
Scheme: The Property Ombudsman
Website: www.tpos.co.uk
Email: [email protected]
Address: The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL
Tel: 01722 333306
For Commercial Clients and Complaints related to RICS regulated activity
Scheme: Independent Adjudication Scheme for the Royal Institution of Chartered Surveyors (RICS)
Website: https://www.cedr.com/consumer/rics/overview/
Email: [email protected]
Address: 100 St Paul’s Churchyard, London, EC4M 8BU
Tel: 0207 536 6116
You will need to submit your complaint for alternative dispute resolution within 12 months of receiving our final viewpoint letter, including any evidence to support your case. All complaints must be addressed through our in-house complaint’s procedure, before being submitted for an independent review.