Complaints Policy
Corporate Commercial Surveyors Limited is committed to delivering high-quality services and maintaining strong relationships with all stakeholders. We take complaints seriously and view them as an opportunity to improve our services and operations.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of CCS’s services, staff conduct, or business practices.
How to Make a Complaint
Complaints can be submitted via:
- Email: crm@corporatecommercialsurveyors.co.uk
- Phone: 0117 370 9420
- Post: Corporate Commercial Surveyors, Henleaze House, Harbury Road, Bristol, BS9 4PN
Complaints should include:
- Name and contact details of the complainant
- The CCS Case Number (which will begin with CAS-)
- Description of the issue
- Relevant dates, locations, and names (if applicable)
- Desired outcome or resolution
Complaint Handling Procedure
- Acknowledgement:
Complaints will be acknowledged within 3 working days of receipt. - Investigation:
The complaint will be investigated by a designated manager or team member not directly involved in the issue. - Response:
A formal response will be provided within 21 working days. If more time is needed, the complainant will be informed of the delay and given an updated timeline. - Resolution:
If the complaint is upheld, appropriate corrective actions will be taken. If not upheld, a clear explanation will be provided.
- Escalation Process
If the complainant is dissatisfied with the outcome, they may escalate the complaint to:
- Senior Management
- Confidentiality and Data Protection
All complaints will be handled confidentially and in accordance with CCS’s Data Protection Policy and GDPR requirements.
- Monitoring and Review
Complaints are logged and reviewed regularly to identify trends and areas for improvement. This policy is reviewed annually to ensure effectiveness and compliance.