COMPLAINT HANDLING PROCEDURE
RICS requires all members who are sole principals, partners or directors of firms that offer surveying services to the public, to have in place a complaints handling procedure meeting an agreed minimum standard. The procedure adopted by Collier Stevens is:
- Andrew Holmans BSc MRICS who is the Principal will deal with any complaints you may have. If you have a question or if you would like to make a complaint, he can be contacted at our off, 9 Aspen Walk, TN21 8YP or on his mobile telephone no 07710234371
- If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Andrew Holmans BSc MRICS.
- Once we have received your written complaint, Andrew Holmans will contact you in writing within seven* days. At this stage he will give you his understanding of your case. He will also invite you to make any further comments that you may have in relation to this.
Within twenty-eight* days of receipt of your written summary, Andrew Holmans will write to you, to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken. As part of the investigation a further inspection of the subject property may be undertaken
4. If you are still unhappy with the result of the above, you can refer your complaint to the either
Consumer Redress –
Centre for Effective Dispute Resolution (CEDR) - https://www.cedr.com/consumer/
* The time limits are recommendations, to ensure that complaints are dealt with promptly
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