The procedures set out in this document satisfy the requirements of the Royal Institution of Chartered Surveyors (RICS) Rules of Conduct and are intended to ensure that any formal complaint received from a client is dealt with appropriately and as quickly as possible to ensure that the cause and/or subject of the complaint is understood and action taken accordingly.
A complaint is any expression of dissatisfaction that requires a form of response. A complaint must first be put in writing before the complaints handling procedure can be initiated.
This note sets out the procedure that we will follow in dealing with any client complaint:
Please make your complaint in writing, either by email to:
Or in hard-copy, addressed to:
Dewar & Wilson
47 Mitre Court
Hertford
SG14 1BQ
We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.
We will aim, within 7 days, to ensure that the parameters to which the complaint are to be reviewed are agreed by all parties.
Within 21 days of receipt of your written summary/complaint (potentially longer depending upon the seriousness and/or complexity of the complaint), we will write to you to inform you of the outcome of our internal investigation.
We will write to you before the 21 days have expired if our internal investigation is not yet completed. Our full response will advise you as to what actions have been taken or that will be taken.
If you are dissatisfied with the outcome of our internal investigations, we will be in contact with you to suggest a referral to an independent third party with the authority to award redress, as approved by RICS Regulatory Board.
We have selected the following alternative dispute resolution (ADR) mechanisms through which your complaint may be heard.
RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA
Email: drs@rics.org
Call: +44 (0) 20 7334 3806
Centre for Effective Dispute Resolution
100 St. Paul's Churchyard
London
EC4M 8BU
Call: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com
We value your instructions and hope that you will be satisfied with the work completed. However, if you have any problem with the service we provide, please let us know in good time. We operate a complaints handling procedure in accordance with RICS Members' Conduct Regulations and will try to resolve any problem promptly.
Last review date: October 2024