SMITH AND SONS COMPLAINTS HANDLING PROCEDURE (CHP)
As a regulated RICS firm, Smith and Sons have in place a Complaints Handling Procedure (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:
Mr A G Smith BSc (Hons) MRICS
Smith and Sons
51/52 Hamilton Square
Birkenhead
Wirral, Merseyside,
CH41 5BN
t: 0151 647 9272
e: ags@smithandsons.net
w: www.smithandsons.net
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. For sales, lettings or auction department complaints, we will aim to update you within 15 days and let you know what actions we have taken or will take. For valuation and survey complaints, we will respond to 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
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
t: 01722 333 306
e: admin@tpos.co.uk
w: www.tpos.co.uk
For Business-to-Business Clients:
RICS Dispute Resolution Service
55 Colmore Row
B3 2AA
t: 020 7334 3806
e: drs@rics.org
w: www.rics.org
