Complaints Handling Procedure (CHP)

As a Regulated firm with the RICS (Royal Institute of Chartered Surveyors), we have in place a formal Complaints Handling Procedure (“CHP”), which meets the necessary 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 to 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.

Re-inspection(s)

If deemed necessary, we would ask that you allow the surveyor to re-inspect the property, this would be prior to any works being carried out by yourself or any contractor / third party, until the surveyor has re-inspected the property to verify their findings. In cases of emergency works (safety / health risks) these works may be carried out urgently, but Our Firm / Surveyor must still be notified prior to the works being carried out and must also be offered access at all reasonable times to witness in person the remedial action being carried out, failure to do so will immediately and automatically invalidate any claim against Trafford Surveyors.