Complaints Handling
WATSON DAY CHARTERED SURVEYORS
COMPLAINTS HANDLING PROCEDURE
This note sets out the procedure we will follow in dealing with any complaint:
1. We have appointed Kevin Dempster MRICS, who is a Partner/Member of Watson Day Chartered Surveyors, to deal with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him at:-
Watson Day Chartered Surveyors,2 The Oaks, Revenge Road, Lordswood, Chatham, Kent ME5 8LF
Tel: 01634 668000
Fax: 01634 668455
Email: kevindempster@watsonday.com
2. If you have initially made your complaint verbally – whether face-to-face or on the phone –please also make it in writing, addressed to Kevin Dempster MRICS.
3. The first stage of our complaints handling procedure will involve full consideration of your complaint by Kevin Dempster on behalf of the firm.
4. Once we have received your written complaint, Kevin Dempster will contact you in writingwithin seven days. At this stage we will give you our understanding of your case. We willalso invite you to make any further comments that you may have in relation to this.
5. Within twenty one days of receipt of your written summary, Mr. Dempster will write to you, inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take.
6. We will try to resolve the complaint to your satisfaction. If you are happy with the outcome of Kevin Dempster’s investigation into your complaint the matter will conclude. However, if we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the second stage of our complaints handling procedure.
7. For individual/consumer clients, this is The Property Ombudsman (TPO).The Property Ombudsman may be contacted at:
Post: The Property Ombudsman 33 Clarendon Centre Salisbury Business Park Dairy Meadow Lane Salisbury Wiltshire SP1 2TJ
Telephone: 01722 333306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk
8. For professional services, this is the Centre for Effective Dispute Resolution (CEDR).The Centre for Effective Dispute Resolution can be contacted at:-
Post: International Dispute Resolution Centre100 St Pauls Churchyard London EC4M 8BUTelephone: 0207 536 6000Email: info@cedr.comWeb: www.cedr.com
9. For business/corporate clients, this is the RICS Dispute Resolution Service (DRS).The RICS Dispute Resolution Service may be contacted at: Post: Dispute Resolution Service 55 Colmore Road Birmingham B3 2AA
Telephone: 0207 334 3806
Email: drs@rics.org
Web: www.rics.org/drs