Pinta Investments Complaints Handling Procedure

Here at Pinta Investments we pride ourselves on high quality services. However, we realise that sometimes mistakes can be made. This independent complaints handling procedure has been put into place to deal with these mistakes and to help satisfy discontented customers.

Our company is regulated by the Royal Institute of Chartered Surveyors (RICS).

Rule 7 of the RICS regulation handbook states that “A Firm shall operate a complaints handling procedure and maintain a complaints log. The complaints handling procedure must include a redress mechanism that is approved by the Regulatory Board.” Therefore, we are required as a company to provide our clients with a complaints handling procedure and a redress mechanism for instances where our efforts to resolve complaints have been unsuccessful.

We will take all complaints under advisement and will do our best to rectify the situation. We will aim to resolve complaints within 28 working days, but depending on the issue they may take longer. In these cases clients can expect to at least receive an update within 28 working days of making a complaint, so that they are aware of the how far along the complaint handling procedure is.

How to complain:

If you feel unhappy with the services we have provided for you and would like us to help resolve the issue, please do contact us via email at info@pintainvestments.co.uk.
If you have previously made a verbal complaint, please email a written version of the complaint to the above address. This will allow us to keep a copy of the complaint for our records and will aid the person dealing with your complaint by having all of the information at hand.

You can expect to hear back from us regarding your complaint within 14 working days. Once the issue is resolved you will receive an email providing an explanation of the actions and investigations taken to settle your complaint.

If you are still unhappy and do not feel that we handled your complaint as best we could, you may contact CEDR Centre for Effective Dispute Resolution

via the following method:

Post:

Centre for Effective Dispute Resolution

International Dispute Resolution Centre

70 Fleet Street

EC4Y 1EU

London, UK