In the unfortunate event that you wish to make a complaint, please follow our complaints procedure, as below:
We are committed to providing a high-quality legal service to all our clients. 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 contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Edwin Quinn AssocRICS, RICS Registered Valuer, MCIOB, who will review your matter file and speak to the member of staff who acted for you.
Edwin will then invite you to a meeting or email/write to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
Within three days of the meeting, Edwin will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Edwin will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for Edwin to review his own decision or appropriate alternative such as review by RICS Dispute Resolution Services to review the decision. rics.org/dispute
We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If you are still not satisfied, you can then contact:
Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street London EC4Y 1EU United Kingdom
Tel: +44 (0)20 7536 6000
Fax: +44 (0)20 7536 6001
Email: info@cedr.com
Normally, you will need to bring a complaint to the CEDR within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).
For further information, you should contact the CEDR above.
We provide RICS Level 2 Surveys, (formerly called HomeBuyer Surveys), Level 3 Surveys (formally called ‘Building Surveys’), property valuations, dilapidations, expert witness, building control, 10 year structural warranty insurance; act as party wall surveyors, project managers, design and planning services.
