1. 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:
Simon Edge-Partington FRICS
Trevallon House
4 Cockshot Road
Reigate
Surrey RH2 7HD
Tel 01737 249616
2. 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.
3. Once we have
received your written summary of the complaint, we will contact
you in writing within twenty-one 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.
4. Within
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.
5a. Businesses - If the complaint
has still not been resolved to your satisfaction, we agree to the
referral of your complaint to the Surveyors and Valuers
Arbitration Scheme operated by the Chartered Institute of
Arbitrators, 24 Angel Gate, City Road, London EC1V 2RS from whom
details of the Scheme may be obtained.
5b. Consumers - If
the complaint has still not been resolved to your satisfaction
after three months, you may refer the matter to the Surveyors
Ombudsman Service.