As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements of the RICS rules. Our CHP has two stages. Stage one of the CHP gives our firm the chance 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 chance to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that your 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:
Andrew Sheeley MRICS
36 Church Hill, Loughton, Essex IG10 1LA
020 8508 2001
Andrew@roc-haus.co.uk
www.roc-haus.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 immediately, we will update you within 28 days with a timeframe for when you can expect to receive a written response.
Hopefully this will address the complaint and will close the matter to your satisfaction.
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 the RICS Regulatory Board. We have chosen to use the following redress provider:
If you are a member of the general public:‐
The Centre for Effective Dispute Resolution (CEDR)
70 Fleet St, London EC4Y 1EU
020 7536 6000
https://www.cedr.com/
If you are a business:‐
RICS Dispute Resolution Service (DRS)
Surveyor Court
Westwood Way
Coventry
CV4 8JE
020 7334 3806
www.rics.org/drs