Client Handling Procedure
Peppercorn Realty LLP is a firm regulated by the Royal Institution of Chartered Surveyors (RICS). As such, we are required to operate a formal Complaints Handling Procedure (CHP). This document sets out the process we will follow in the event that a complaint is made.
1. Our Commitment
We are dedicated to providing high-quality, professional valuation and advisory services. However, we acknowledge that there may be occasions where we fall short of expectations.
- We take all complaints seriously.
- We will deal with your concerns promptly, fairly, and transparently.
- Your feedback is valuable in helping us improve our services and procedures.
2. Making a Complaint
To make a complaint, please set out the details in writing and send them to:
Managing Partner
Peppercorn Realty LLP 8 th Floor,
H. Thuniya,
Bouthakurufaanu Magu,
Malé 20066 Email: ask@peppercorn.mv
3. Internal Review Process
Acknowledgement – We will acknowledge receipt of your complaint in writing within 7 working days.
Investigation – Your complaint will be reviewed by a Partner not directly involved in the matter. We may contact you for clarification or further information.
Response – We will provide you with a written response within 28 working days of receiving your complaint, setting out:
- The outcome of our investigation
- Any steps we propose to resolve the matter
If we cannot respond fully within 28 working days, we will write to you and explain the reason for the delay, giving an updated timeline.
4. Escalation
If you remain dissatisfied with the outcome of our internal process, you may refer your complaint to an independent redress mechanism.
Maldives International Arbitration Centre
Haveeree Hingun,
Malé 20078
Maldives Phone: +960 330 0920
5. Record Keeping
All complaints will be recorded in our Complaints Register, together with details of the investigation and outcome. This register will be reviewed regularly by the Partners to ensure compliance and identify areas for improvement.