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:
The Property Ombudsman
4 Bridge Street
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