and Conditions concerning complaints.
This note sets out the procedure the chartered surveyors will
follow in dealing with any client complaint.
1. If you have initially made your complaint
verbally - whether face-to-face or on the phone - and are unhappy
with the response/ action, please also make the complaint in writing,
addressed directly to your chartered surveyor.
2. Once the Chartered Surveyor has received your written complaint, they will contact you in writing usually within fourteen days. Initially the Chartered Surveyor will give you their understanding of your case and invite you to make any further written comments that you may have in relation to this. The Chartered Surveyor and/or arbitrator reserves the right to visit the property.
3. Within fourteen days of receipt of
your written comments , the chartered surveyor will write to you,
to inform you of the outcome of their investigation into your complaint
and to let you know of what action has been taken or will be take
and when .
4. If you are dissatisfied with any aspect
of the handling of your complaint or the outcome of the internal
investigation, an independent arbitrator and/ or senior chartered
surveyor will be appointed to conduct a separate review of your complaint and contact
you within fourteen days to inform you of the conclusion of this
If you or your chartered surveyor remain dissatisfied with any
aspect of the handling of the complaint, our proceed is to (with
agreement from you and your chartered surveyor) go to mediation
according to either the Centre for Dispute Resolution (CEDR)
or the mediation process run by the Royal Institution of Chartered
6. If you are unhappy with the result of
any of the above, you can refer your complaint to the Surveyors
Arbitration Scheme if it falls within the scope of its Scheme.
This scheme is operated by the Chartered Institute of Arbitrators,
Dispute Resolution Services, 12 Bloomsbury Square, London WC1 2LP
from whom you can obtain details.