Hawkins Complaint Handling Procedure

We have appointed Mr. Roy F. Hawkins FRICS to deal with your complaint. If you have a question or if you would like to make a complaint, please don’t hesitate to contact him.

If you have initially made your complaint verbally – whether face-to-face or over the phone – please also make it in writing, addressed to Mr. Roy F. Hawkins. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

The first stage of our complaints handling procedure will involve full consideration of your complaint by Mr. Hawkins on behalf of the firm. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Mr. Hawkins’ investigation into your complaint, the matter will conclude.

We will consider your complaint as quickly as possible. We will provide you with a full response, or if that is not possible, an update on what is happening with your complaint, within 28 days.

However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which are:

For Consumer Clients:

The Property Ombudsman
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX

Tel: 01722 333306
Fax: 01722 332296
Email: admin@tpos.co.uk

For Commercial Clients:

RICS Dispute Resolution Service (DRS) provide services to resolve disputes in land, property and construction.  DRS Services are only for business to business disputes.

The contact details for the DRS are:

RICS Dispute Resolution Service
Surveyor Court
Westward Way
Coventry
CV4 8JE

Tel: 020 73343806
Fax: 020 73343802
Email: drs@rics.org
www.rics.org/drs

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