Complaints Handling Procedure (CHP)

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages.

Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try and resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two.

Stage two gives you the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Mr Paul Naylor Bsc MRICS ACII
190A Ashley Road
WA15 9SF

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Business to Business Clients:

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Phone: 020 7334 3806
Fax: 020 7334 3802

For Consumer Clients:

Ombudsman Services : Property
PO Box 1021
Phone: 0330 440 1634 or 01925 530270
Fax: 0330 440 1635 or 01925 5302711

Our professional and friendly team is committed to providing an excellent and diverse service. Please get in touch if you require specialist advice regarding which service is most appropriate to your needs.


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