Complaints Handling Procedure

Sphion Ltd is committed to resolving all complaints in a fair, transparent, and timely manner. As a member of the Residential Property Surveyors Association (MRPSA), we adhere to the highest professional standards and aim to provide exceptional service to our clients. If you are dissatisfied with any aspect of our services, we encourage you to follow the steps outlined below to ensure your concerns are addressed.

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1. How to Make a Complaint

If you wish to raise a complaint, please do so by contacting us directly. We recommend that you submit your complaint in writing to ensure all details are clear and accurate. You can contact us via:

• Email: info@sphion.co.uk

• Postal Address: Sphion Ltd, Lancaster House, Amy Johnson Way, Blackpool, Lancashire, FY4 2RP

 

Please provide the following information in your complaint:

• Your name and contact details

• A clear description of the issue

• Any relevant documentation or information (e.g., reports, emails, invoices)

• The outcome you are seeking​

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2. Acknowledgement of Complaints

We will acknowledge receipt of your complaint within 3 working days. If your complaint is sent by email, we will confirm receipt via email. If sent by post, we will send an acknowledgment letter. This acknowledgment will outline the next steps in the complaints process and provide you with a timeframe for when you can expect a full response.

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3. Investigation and Response

We will investigate your complaint thoroughly and respond to it in full and in writing within 15 working days of receiving your complaint. During this investigation, we may need to consult relevant staff, review documents, or discuss the matter with you further. If for any reason, the investigation takes longer than expected, we will keep you informed of the delay and provide you with an updated timeline for a response.

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4. Escalation and Final Review

If you are not satisfied with the response provided, we will acknowledge this and explain how you can request a further review. A final written response will be provided within 15 working days of the request for further review. If you remain dissatisfied with our final response, you can escalate your complaint to The Property Ombudsman (or an alternative redress scheme, as applicable). We will provide you with all the necessary details to do so.

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5. Referral to The Property Ombudsman

If your complaint cannot be resolved through our internal procedures, and you are not satisfied with the outcome, you can refer the matter to The Property Ombudsman (TPO). We will provide you with full details of how to escalate your complaint, including the contact information for TPO.

We will cooperate fully with any investigation conducted by the Ombudsman and comply with their final decision.

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6. Support for Represented Clients

If you have appointed someone to act on your behalf in formal proceedings, we will liaise with them directly as required. This ensures that your complaint is handled efficiently and that all relevant parties are involved in the process.

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7. Commitment to Compliance

Sphion Ltd is committed to handling all complaints in line with the RPSA guidelines. We will make every effort to resolve complaints quickly and fairly, always prioritising clear communication with our clients throughout the process.

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Our Promise

We value feedback from our clients and consider complaints an opportunity to improve our services. Your satisfaction is important to us, and we are dedicated to resolving any issues that may arise promptly and effectively.

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For further information on our complaints procedure or if you have any questions, please do not hesitate to contact us on 01253 366100.