Procedure
1. In the event that you wish to make a complaint in respect of services provided to you by BNP Paribas Real Estate, in the first instance please speak to your account manager or head of office. If you have already spoken to us about your complaint, and it has not been resolved, you should email with details of your complaint to:
Cameron McVean – Chief Operating Officer, UK
BNP Paribas Real Estate
Email: cameron.mcvean@realestate.bnpparibas
2. If you do not have access to email or prefer to supply your complaint in hard copy, please address that in a sealed envelope to Complaints & Disputes Handling, care of the office to which your complaint refers.
3. We will write to you within seven days of receipt of your letter to confirm receipt and, if relevant, to ask you to expand upon any points that we would like clarified.
4. We will ask an independent member of the relevant business line to undertake a comprehensive investigation of your complaint. The investigation will include (but not be limited to):
- A review of BNP Paribas Real Estate’s file on the matter;
- Interviewing the surveyor(s) concerned; and
- (Where appropriate depending upon the nature of the claim) interviewing other BNP Paribas Real Estate employees with expertise of the relevant field.
- Where applicable, undertake a post mortem analysis to identify and remediate the root cause of the complaint.
5. Following the conclusion of the investigation, the individual appointed to undertake the investigation will report his/her conclusions and recommended response to the Chief Operating Officer. All reasonable endeavours will be used to ensure that you are provided with a response within 28 days of receipt of the complaint (or subsequent clarifications if requested), however please be aware that our response may take longer if your complaint or the file is a complex one. We will keep you updated with anticipated response times should it become apparent that we will exceed the 28-day period.
6. If following our response to your complaint you remain dissatisfied, you may refer your complaint to:
For consumer complaints:
Property Redress Scheme
Premier House, 1st Floor
Elstree Way, Borehamwood
Hertfordshire
WD6 1JH
Telephone: 0333 321 9418
e-mail: info@theprs.co.uk
Website: www.theprs.co.uk
For commercial clients:
The Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street
London
EC4Y 1EU
Telephone: 020 7535 6000
e-mail: info.cedr.com
Website: www.cedr.com
7. BNP Paribas Real Estate will not seek to charge a client for the costs of investigating a complaint.
