Complaints Handling Procedure
Our Procedure
As a regulated RICS firm, we 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 our principals Richard Newsam, Nick Reeve, Piers Leigh and Jessica Pells at our Weybridge office: –
Curchod & Co LLP
Portmore House
54 Church Street
Weybridge
Surrey
KT13 8DP
01932 823610
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: –
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- For Residential Property Management: The Property Ombudsman, Milford House, 43-44 Milford Street, Salisbury, Wiltshire SP1 2BP, telephone 01722 333306, www.tpos.co.uk
- For Consumer Clients: The Centre for Effective Dispute Resolution, 100 St Pauls Church Yard, London EC4M 8BU, telephone 020 7536 6000, www.cedr.com
- For Business-to-Business Clients: RICS Dispute Resolution Service, 55 Colmoor Row, Birmingham B3 2AA, telephone 024 7686 8555, www.rics.org/drs
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You will need to submit your complaint to the property ombudsman within 12 months of receiving our final view point letter, including any evidence to support your case. The property ombudsman requires that all complaints are addressed through this in house complaints procedure before being submitted for an independent review.
