Regulations

Complaints Handling Procedure (CHP)

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.  Our CHP has three stages.  Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full.  Our firm will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to stage two or stage three.  Stage three gives you the client, the opportunity to have your complaint reviewed and considered by an Independent Redress Provider, approved by the Royal Institution of Chartered Surveyors.

Stage One

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below. 

What will happen next?

Stage Two

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

 

  • We will then investigate your complaint. This will normally be dealt with by the Office Manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

 

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 

 

  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

 

  • If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge (refer to Stage 3 below).

 

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review. 

Stage Three

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board.  We have chosen to use the following redress providers:

 

If you are a Private Individual:-

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire

SP1 2BP

Tel: 01722 333 306; 

Email: admin@tpos.co.uk 

Website: www.tpos.co.uk

Click here to download our client money protection certificate

 

If you are a Company:-

RICS Dispute Resolution Service

Surveyor Court

Westwood Way

Conventry

CV4 8JE

Tel: 020 7334 3806

Email: drs@rics.org 

Website: www.rics.org/drs