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Complaints procedure

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If you have a complaint, this note sets out the procedures that we will follow. These procedures comply with RICS requirements.

[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 refer the matter to the Ombudsman Services: Property, PO Box 102, Warrington, WA4 9FE. or for business clients, The RICS Dispute Resolution Service.


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Building surveys

Marshalls offer two types of residential building survey: The Marshalls Building Survey Report and The RICS Building Survey Report.

These are our most detailed surveys and are suitable for most types and ages of property, particularly older houses.

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RICS home surveys

Marshalls offer the full range of RICS Home Surveys: The RICS Building Survey, The RICS Homebuyer Report and The RICS Condition Report.

These surveys have the popular traffic light condition rating format and are mainly suitable for more modern houses and flats.

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Marshalls undertake residential valuation instructions for mortgage lending, Inheritance tax (probate), shared ownership, Housing Association, Charities Act, matrimonial and other purposes. We also undertake expert witness work and can advise on leasehold enfranchisement (lease extension).

All of our Chartered Surveyors are RICS Registered Valuers highly experienced in the local property market.

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In addition to residential surveys and valuations, Marshalls offer a full range of commercial services, including commercial surveys, schedules of condition and dilapidations advice on behalf of both landlords and tenants.

Note: we do not undertake commercial valuations.

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Party Wall

Marshalls offer a full range of specialist Party Wall services, working for both building owners and adjoining owners.

If you have received party wall notices from your neighbour or you are planning to carry out works, which may come under the Party Wall etc. Act 1996, we can advise you of your options.

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Lease extensions

A lease is a wasting asset and as the remaining term becomes shorter, a residential property may be difficult to sell or mortgage. As a general rule, any lease with less than 70 years remaining can be problematical and you may need to consider a lease extension or possibly a freehold purchase.

Marshalls offer comprehensive Leasehold enfranchisement advice, both for landlords and tenants.

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Your choice of survey report has never been wider: Marshalls undertake five types of survey on residential properties.

Marshalls were established in 1979 and can offer great local knowledge and experience of all types of building. We might not be the cheapest, but you can be confident that we are the experts in our field.

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Property Advice

A range of pages offering useful advice on various survey, valuation and general property matters.

From asbestos and bats through to toxic mould and woodworm, we hope this general property advice is useful.

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Contact Us

Marshalls have offices in Oxford (01865-863020) and Newbury (01635-529777).

We cover Oxfordshire, Berkshire, Wiltshire and adjoining areas of Hampshire, Buckinghamshire, Gloucestershire and The Cotswolds.

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