Complaints Handling Procedure

Camerons Stiff & Co strive to offer an exemplary standard of client service. We take any complaint extremely seriously and work hard to resolve any issues as quickly as possible.

We have a formal complaint handling procedure, and any complaint shall be dealt with as set out below.

  1. In the immediate instance, please liaise with the member of the team that you’ve primarily dealt with. They will endeavour to resolve your complaint, informally, in a pragmatic and reasoned way.
  2. If you are still dissatisfied, details of your complaint should be submitted in writing to complaints@cameronsstiff.co.uk. Alternatively, this written summary can be sent by post to Christopher Stiff, Camerons Stiff & Co, 51 Lonsdale Road, Queen’s Park, London NW6 6RA.
  3. Once we are in possession of a written summary of your complaint, this will enter Stage 1 of our complaints procedure. We will acknowledge receipt of your complaint within 3 working days and confirm details of the person designated to review your complaint. Where further clarification is required, we will contact you directly.
  4. Please note that where your complaint is made orally in the first instance, we will request that you send a written summary to us (as per point 2).

Stage 1

The person dealing with your complaint will write to you within 15 days to inform you of the outcome of the internal investigation into your complaint. They will outline what actions have been or will be taken.

Stage 2

If you are not satisfied with the outcome of our internal investigation (or more than 8 weeks has elapsed since the complaint was first made), you may request an independent review by The Property Ombudsman (TPO). TPO is a provider of ‘Alternative Dispute Resolution’ (ADR) services, and we adhere to its Code of Practice.

We are also members of ‘Propertymark Protection’ (formerly the National Association of Estate Agents), of which TPO is listed as one of two independent redress schemes.

Please note that TPO will not investigate your complaint without you first exhausting our internal procedure.

Camerons Stiff & Co’s complaint handling procedure has been written in accordance with guidelines set by TPO and the Royal Institution of Chartered Surveyors (RICS).

Any claim or dispute which is not settled by one of the aforementioned ways shall be decided exclusively by the Courts of England & Wales.