Complaints Handling

Complaint Handling Procedure

COMPLAINT HANDLING PROCEDURE

This note sets out the 2 stages we will follow in dealing with complaints relating to our service. The procedure is in accordance with the requirements of our governing body, the Royal Institute of Chartered Surveyors (RICS) and complies with Rule 5 of the RICS Rules of Conduct.

STAGE 1

Complaints will be considered by a senior member of the firm or a designated complaints handler using the following procedure:-

1. In order to deal with your complaint, we have appointed our Complaints Officer, James Stephenson MA (Cantab) FRICS FAAV, Partner, his contact details are as follows:

J F Stephenson

Stephensons Rural LLP

York Auction Centre

YO19 5GF

T: 01904 489731

F: 01904 489782

E: jfs@stephenson.co.uk

If you have a question or if you would like to make a complaint, please do not hesitate to contact him.

2. If you have initially made your complaint verbally – whether face-to-face or on the telephone, please also make it in writing, addressed to James Stephenson as above.

3. Once we have received your written complaint, James Stephenson, Complaints Officer, Partner, will contact you in writing to acknowledge your complaint within seven working days. He will give you our understanding of your case and will invite you to make any further comments that you may have.

4. Within 28 days of receiving your written complaint, we will write to inform you of the outcome of the internal investigation into your complaint.

STAGE 2

If the complaint cannot be resolved, it will be referred to an independent redress scheme such as an ombudsman. Listed below are the details of the redress scheme we would refer you to:-

5. If you remain dissatisfied with any aspect of our handling of your complaint, and your complaint is of a Business nature, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the RICS Dispute Resolution Service.

The contact details for the RICS Dispute Resolution Service are as follows:

RICS Dispute Resolution Service

55 Colmore Row

Birmingham

B3 2AA

T: 020 7334 3806

E: drs@rics.org

W: www.rics.org/drs

6. Alternatively, if your complaint is not of a Business nature, we agree to refer the complaint to the Property Redress Scheme.

The contact details for the Property Redress Scheme are as follows:

Property Redress Scheme

Premiere House