Complaints Handling Procedure

AXIA a company that has in place a complaint handling procedure (CHP) in accordance with RICS Policy RICS Firms’ Conduct Rule 7 – Complaints handling

“A Firm shall operate a complaint handling procedure and maintain a complaints log. The complaints handling procedure must include an Alternative Dispute Resolution (ADR) mechanism that is approved by the Regulatory Board.”

Our Complaints Procedure

AXIA is committed to providing high quality advice and services. We acknowledge however, that there may be instances where you may feel our service has fallen below the service you expect. To deal with this, we have a complaints procedure.

We will Deal with Your Complaint

We will not ignore a complaint. In fact, it will help us to see where our services or procedures might be improved. If you feel we have made a mistake or undertaken something which you found unsatisfactory or unacceptable, do let us know, even if you do not think your particular concern amounts to a “complaint”.

How to Complain

In all cases, the address for correspondence is:

29, Gerasimou Markora, Office 001 1075, Nicosia

If you have initially made your complaint verbally – whether in person or on the phone – you will be required to send a written summary of your complaint to the address above or via email to info@axiaprop.com. Once we have received your written complaint, we will contact you in writing within seven business days to acknowledge receipt of your complaint. Within 30 days of receipt of your written complaint, we will write to you informing you of the outcome of the investigations into your complaint and let you know what actions have been or will be taken. In certain circumstances this period may extend to 60 days in the case of complex complaints or where we may have to ask you for additional information to help us better understand the issues.

If you are dissatisfied with any aspect of our internal handling of your complaint, you are entitled to refer your complaint to the following independent redress schemes ETEK, Thiseos 8, Nicosia 1513 (tel: 22 877644) and RICS CYPRUS (ricscyprus@rics.org)