Surveying | United Kingdom

Paul Barnes - Surveying.com

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. Details are set out below:

Mr. Paul Barnes, MCIOB, ACIEH, MEWI, AssocRICS

Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.

Once we have received your written summary of the complaint, we will contact you in writing within five working days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

Within fifteen working 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.

If you, as a business client, remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations and otherwise agree to enter into mediation with you in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure or the Dispute Resolution Service (DRS) as operated by the Royal Institution of Chartered Surveyors.

Centre for Effective Dispute Resolution (CEDR)

100 St. Paul’s Churchyard, London, EC4M 8BU

Tel: 020 7536 6000

Email: info@cedr.com

Website: https://www.cedr.com/

RICS Dispute Resolution Service

55 Colmore Row,

Birmingham,

B3 2AA

t 020 7334 3806

f 020 7334 3802

e drs@rics.org w www.rics.org/drs