COMPLAINTS HANDLING PROCEDURE GUIDANCE FOR CLIENTS

Under the Royal Institution of Chartered Surveyors (RICS) Rules of Conduct, we are required to operate a Complaints Handling Procedure. If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

A person has been appointed in this office to deal with complaints and you should not hesitate to contact the relevant person whose details are set out below:

  • David Hammond, Office 6, Osborne House, Portland Road, Hythe, Kent, CT21 6EG. Telephone 01303 262208.

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint. You will be invited to make any comments that you may have in relation to this.

Once we have received your written summary, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

Within 21 (twenty one) days of receipt of your written summary, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

T: 020 7536 6060
F: 020 7536 6061
E: info@cedr-solve.com W: www.cedr-solve.com

CEDR Solve
The International Dispute Resolution Centre 
70 Fleet Street
London
EC4Y 1EU

For Business to Business Clients:

T: 0845 050 8181
T: 0330 4401634
E: enquiries@surveyors-ombudsman.org.uk W: www.surveyors-ombudsman.org.uk

Ombudsman Services: Property PO Box 1021
Warrington
WA4 9FE

For Consumer Clients:

If you remain dissatisfied with any aspect of our handling of your complaint and you are a consumer, then we agree to enter into mediation with you in accordance with The Surveyors Ombudsman Service.