-
[insert name of surveyor]
will be appointed to
deal with your complaint personally. This will not be the
individual who initially undertook the work.
-
When your
complaint is made orally, you will be asked to send a written summary of your
complaint to the named person dealing with it. Once we have received your
written summary of the complaint, we will contact you in writing within ten
working days to inform you of our understanding of the circumstances leading
to the complaint. You will be invited to make any comments on this
response. We may need to make a site visit.
-
Within twenty working days
of receipt of your written summary, the person dealing with your complaint
will write to you to inform you of the outcome of the investigation into the
complaint and to let you know what actions have been, or will be, taken.
-
If you are dissatisfied with
any aspect of our handling of your complaint you should then contact us.
-
The file will then be passed to [insert
name of surveyor]
of the firm (who will not be the original surveyor or the person who
initially dealt with the complaint).
A review of the file will be
conducted and we will contact you within a further ten working days to
inform you of the conclusion of this review.
-
If you remain dissatisfied
with any aspect of our handling of the complaint, we will attempt to resolve
this promptly by negotiations and otherwise agree to enter into mediation
with you in accordance with the Centre for Dispute Resolution (CEDR) Model
Mediation Procedure, or the mediation process operated by RICS.
-
If the complaint has still
not been resolved to your satisfaction, we agree to its referral to the
Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute
of Arbitrators, International Arbitration Centre, 12 Bloomsbury Square,
London. WC1A 2LP, from whom details of the Scheme may be obtained