GIA take complaints very seriously: We strive to give an excellent service to all our clients and will investigate any complaints that we receive. If you are unhappy with any of our services, please let us know so that we can understand what has gone wrong and work towards finding a solution as quickly and effectively as possible.
WHAT IS COVERED
This policy applies when you have concerns about the service or product we are providing, and you have not been able to resolve the issue with the surveyor or member of staff that you have been dealing with. This procedure may be amended at any time. We may also vary or depart from this procedure, including any time limits as appropriate in any case.
CONTINUOUS IMPROVEMENT
Whenever possible, we want to learn from our mistakes so that we can always provide the best service. Your feedback is welcomed by us in order to improve. You can send us feedback through the form on our website.
HOW WE WILL DEAL WITH YOUR COMPLAINT
Stage 1 – Initial Contact
The first step is for you to let us know the issues you have experienced. The best way to contact us is through our online complaints form. this can be found on www.gia.uk.com. Please provide full details of your complaint and how you would like us to communicate with you.
Other ways to contact us are: Phone: 0207 202 1400 Email: complaints@gia.uk.com Address: GIA Complaints, The Whitehouse, 9a Belvedere Road, London SE1 8GA
Once we have received your official complaint, we will; Acknowledge your concerns within five working days and seek to provide you a full response within 28 working days. We aim to deal with any complaint upon first point of contact. If any further investigation is required, then a unique case reference number will be provided; this number should be quoted in all correspondence. You will also be provided a specific contact who will provide you regular updates on your complaint until the matter is resolved. We are fully committed to dealing with any complaint and will make sure that any concern raised, no matter what the outcome, will not affect any future working relationship.
Stage 2 – Escalation
If you are not satisfied with the outcome and response to your complaint, then you can express your desire to escalate it further. You can ask to do this via the contact details provided, quoting your unique case reference number.
Upon escalation, the Chief Operating Officer (COO) will review the initial complaint and the previous investigation process to determine whether the correct outcome has been reached. The COO will respond within 10 working days and work with you to try reach a satisfactory resolution.
Stage 3 – Additional steps
If you are a business client and are unhappy with any investigation and resulting response given by GIA, or wish to request external advice you can contact the RICS Dispute Resolution service at www.rics.org. Alternatively, you have the option of taking your case to The Property Ombudsman – a free and independent service. Complaints can be accepted eight weeks after they are first received by GIA. www.tpos.co.uk Where the complaint refers to a construction contract within the meaning of the Housing Grants, Construction and Regeneration Act 1996, either party may refer any dispute for adjudication in accordance with the Construction Industry Council Model Adjudication Procedure.
ABUSIVE BEHAVIOUR
GIA will not tolerate any abusive or threatening behaviour towards any member of staff.