Complaints handling procedure

Curchod & Co Complaints handling procedure

As a practice regulated by the Royal Institution of Chartered Surveyors (RICS), Curchod & Co LLP (incorporating London Clancy Property Consultants Ltd) operate the following Complaints Handling Policy:

  1. All complaints are requested to be submitted in writing to our principals: David Bowen, Richard Newsam, or Nick Reeve at Weybridge office: Portmore House, 54 Church Street, Weybridge KT13 8DP. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint.
  2. We will acknowledge receipt of your written complaint within 3 days, confirming the person who will be dealing with this matter. Our acknowledgement will normally include a summary of our understanding of your issue, or seek clarification of your concerns where this is not clear.
  3. We may invite your further comments on our summary of understanding before we can formally process your complaint. In some instances we may need to undertake further enquiries or investigations such as site inspections. You are asked to respond promptly to any communication and requests we might make. This process may take time, delaying our full response to your complaint.
  4. We aim to give a full written response to your complaint within 15 working days. This will advise the outcome of our investigations and confirm the actions that we will take. If we cannot respond in that timescale we will give you an update.
  5. If you remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations.
  6. In the event that the internal complaints procedure has been exhausted we agree to the matter being referred to an independent redress scheme.
    1. Where the matter involves residential property management or residential lettings we nominate:
      The Property Ombudsman – 01722 333306 –
      Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP.  You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint 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.
    2. Where the complainant is a consumer (a private individual such as a householder), and the matter is other than residential property management or lettings we nominate the: Centre for Effective Dispute Resolution –
      70 Fleet Street, London EC4Y 1EU
    3. Where the complainant is a person or organisation acting in a business capacity, we nominate the:
      RICS Dispute Resolution Service –
      55 Colmore Row, Birmingham, B3 2AA
      Please note that there may be a charge for a referral to this service.
  7. To accord with the requirements of our Professional Indemnity Insurance policy, we may refer complaints to our insurers. In turn our insurers may choose to direct the handling of the matter.