COMPLAINTS HANDLING PROCEDURE
As a regulated RICS company, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our company the opportunity to review and consider the complaint in full. Our company 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 regarding 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:
Mr J L Pearson MRICS Residentially
9 Farm Street, London
W1J 5RL
jonathan.pearson@residentially.co.uk
We will consider your complaint as quickly as possible and our Quality Manager 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 21 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 provider:
RICS Dispute Resolution Services
020 7334 3806