Marshalls

Chartered Surveyors

40th Anniversary 1979 - 2019

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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 Centre for Effective Dispute Resolution (CEDR), 70 Fleet Street, London, EC4Y 1EU or for business clients, The RICS Dispute Resolution Service.