Telephone: 01244 531 547
COMPLAINTS HANDLING PROCEDURE – 2020
The member of staff identified as the person to whom clients can complain is:
Complaints received in writing will be acknowledged in writing within three weeks, or as otherwise directed by the firm’s insurers.
Any investigation will be completed within one month, or as directed by the firm’s insurers.
If the complaint cannot be resolved internally or in the event of a complainant remaining dissatisfied, the complaint should be referred to one of the following parties who will provide a binding decision:
In the case of clients who are private individuals:
The Property Ombudsman – Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX
t 01722 333306 f 01722 332296 e firstname.lastname@example.org
In the case of clients who are businesses:
RICS Dispute Resolution Service – Surveyor Court, Westwood Way, Coventry CV4 8JE
t 020 7334 3806 f 020 7334 3802 w www.rics.org/drs
In the case of general insurance services clients:
Financial Ombudsman Service – South Quay Plaza, 183 Marsh Wall, London E14 9SR
t 0800 025 4567 f 020 7964 1001 w www.financial-ombudsman.org.uk
This complaints procedure is available on request to all clients of the firm.
The procedure may be modified in individual cases at the direction of the firm’s insurers or solicitors, where they are acting.