Complaints Handling Procedure.
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 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 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:
Alan Walton
AJ Walton Surveying Ltd
40 Plessey Crescent,
Whitley Bay,
Tyne and Wear
NE25 8QL
0191 676 7181
alan@ajwalton.co.uk
www.ajwalton.co.uk
We will consider your complaint as quickly as possible, and will acknowledge receipt of your
complaint within 7 days. If we are not able to give you a full response, we will update you
within 28 days.
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 Consumer Clients:
The Property Ombudsman
Millford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP
01722333306
admin@tpos.co.uk
www.tpos.co.uk
For Business-to-Business clients:
Centre for Effective Dispute Resolution
Resolution 70,
Fleet Street,
London,
EC4Y 1EU
02075366000
applications@cedr.com
www.cedr.com
