Complaints Handling Procedure

The following sets out the procedure we will follow in dealing with any client complaint:

1. We have appointed Richard Sutton, Managing Director, NG Chartered Surveyors to deal with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him.

2. If you have initially made your complaint verbally – whether face to face or on the phone – please also make it in writing and address your letter to Richard Sutton.

3. Once we have received your written complaint Richard Sutton will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.

4. Within twenty one days of receipt of your written summary Richard Sutton will write to you to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take.

5. If you are still unhappy with the result of any of the above you can refer your complaint to one of two schemes:

PROPERTY REDRESS SCHEME

Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH
Tel: 0333 321 9418

BUSINESS REDRESS SCHEME

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Tel: 0207 334 3806