Complaints Handling Procedure

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.  Our CHP has two stages.  Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full.  Our firm will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to stage two.  Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing.  We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.  Please send your written complaint to:

David Seymour Surveying

Hayley.Lang@Davidseymoursurveying.co.uk

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days.  If we are not able to give you a full response, we will update you within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board.  We have chosen to use the following redress providers:

For Consumer Clients:

Contact CEDR

Head office:

Centre for Effective Dispute Resolution

International Dispute Resolution Centre

70 Fleet Street

London

Information to log

Details

Complainant Details:

• Name(s)
• All available contact information (address, telephone, fax, email etc)
• Any special circumstances?

Date complaint received:

Date complaint logged:

Logged by:

Complaint reference number:

Relevant Person Details:

• Firm or individual (name of person)
• Multiple complaints about the same individual?

Details of complaint:

• Received in writing?
• Description of complaint (what, where, when, who, why etc)
• Has more than one complaint been received within the same area of work? 

Investigation and outcome:

• What action has been taken?
• Is complainant satisfied?
• Referred to independent redress?
• Insurers notified?
• Complainant confirmed outcome in writing?
• Has or is RICS involved?

Action taken by firm to prevent re-occurrence and to reduce the number of complaints for that individual or that area of work

Any other comments