The management of Turner Drake & Partners Ltd. is dedicated to ensuring that their clients will receive the optimum in real estate services. The goal of Turner Drake & Partners Ltd. is to continuously improve their services to better satisfy the needs of their clients. Turner Drake & Partners Ltd.’s team members will provide a quality service that is focused on understanding current and future client needs, meets client requirements, and strives to exceed client expectations. This service will be succinct, achievable and measurable in accordance with their key indicators of quality which are:
Turner Drake & Partners Ltd. will do this through the use of a highly motivated and trained workforce of real estate specialists and by implementing and maintaining a Quality System to the ISO 9001 standard, which also incorporates national and provincial real estate appraisal, counselling, space measurement, planning and brokerage regulations.
Turner Drake & Partners Ltd. will undertake service planning and delivery activities designed to produce the desired client outcome. All team members will understand the Quality Policy and know exactly what is expected of them to achieve objectives. Ongoing measurement within Turner Drake & Partners Ltd. will be carried out in order to ensure that these quality objectives are achieved and continuously improved.
Turner Drake & Partners Ltd. (Turner Drake) is a professional firm regulated by the Royal Institution of Chartered Surveyors (RICS Firm Registration #008191); compliance with their Standards may be subject to monitoring under the RICS’ conduct and disciplinary procedures. RICS Rules of Conduct for members and firms are available on their web site at www.rics.org/rules. The RICS require Turner Drake to have a formal Complaints Handling Procedure and, since all of Turner Drake’s activities are governed by a quality system registered to ISO 2001:2015, complaints are handled in accordance with this standard by the company’s Quality Manager. Once the complaint is received, it is registered, the root cause determined and corrective action implemented. Turner Drake also pro-actively measures the quality of its services by sending a Questionnaire semi-annually to every client for whom it has undertaken work during the prior six month period. The results are published on the company’s web site at www.turnerdrake.com/newsresearch/Rating.asp. In addition Turner Drake is regulated by provincial licencing with respect to its appraisal and brokerage activities and the appropriate licencing authorities in each province have their own complaints handling procedures.
Complaints to Turner Drake are welcomed in written or verbal form. If you could provide us with your name, contact information, description of the problem, and if appropriate the Job # (or property address and date of the assignment), it will be of great assistance. We will contact you within five working days and do our best to resolve the issue. If we cannot resolve the issue to your satisfaction within a period of time you consider reasonable we will provide you with contact information for the RICS and/or the regulatory authorities. This of course does not preclude you contacting them in any event.
If you have a complaint please contact any member of Turner Drake’s staff or our Quality Manager at:
