If you have a complaint, then set out below is the procedure which we will follow in dealing with that complaint.
A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:
G F Chase FRICS FCI Arb FRSA
Chase & Partners LLP
57 Margaret Street
London, W1W 8SJ
Tel: 020 7462 1340
Fax: 020 7580 0086
Where your complaint is initially made orally, you will be required to send a written summary of your complaint to the person dealing with it.
Once we have received your written complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint.
You will be invited to make any comments that you may have in relation to this.
Within twenty one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what action has been or will be taken.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors Ombudsman Service (SOS). This service is free to consumers and can consider any consumer complaints including estate agency related complaints. The contact details for the SOS are:
Surveyors Ombudsman Service
PO Box 1021
Warrington WA4 9FE
Tel: 0845 050 8181
Tel: 01925 530 270
Fax: 0845 051 1213
Fax: 01925 530 271
If you remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London, EC1V 2RS from whom details of the Scheme may be obtained”.