Our company is committed to put in place a set procedure including a timescale for dealing with any complaints. This is in conjunction with the RICS Complaints handling UK 1st edition, July 2016, Effective from July 2016.

Our procedure for handling such complaints is as follows:-

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:

Mr James Staveley, MRICS
Evaluate Chartered Surveyors
111 Piccadilly
M1 2HY
0161 4776002
james@evaluateuk.com
www.evaluateuk.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 to inform of our understanding of the circumstances leading to the complaint where you will be invited to make any comments that they may have in relation to this, the outcome of the investigation into the complaint and what actions have been or will be taken.

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:

Centre for Effective Dispute Resolution
100 St. Paul’s Churchyard
London EC4M 8BU
United Kingdom
Tel: +44 (0)20 7536 6000
Fax: +44 (0)20 7536 6001
Email: info@cedr.com
www.cedr.com/consumer/rics/

For Business-to-Business clients:

RICS Dispute Resolution Service
55 Colmore Row,
Birmingham,
B3 2AA
t: 020 7334 3806
f: 020 7334 3802
e: drs@rics.org w www.rics.org/drs