Complaints Procedure

The Royal Institution of Chartered Surveyors requires that there is a written complaints procedure which is set out below. At Chesterton Humberts, we endeavour to provide the highest levels of service. We do however recognise that on occasions things do not go according to plan and in such instances we operate an in house complaints procedure so that our clients may inform us of any issues they have experienced. 1. Please contact in writing with a summary of your complaint: Complaints Handling Officer Chesterton Humberts 3rd floor Connaught House 1-3 Mount Street London W1K 3NB 2. We will acknowledge receipt of your written complaint within 3 working days, and advise you who will be investigating your complaint. 3. Within a further 21 days the above person will write to you to inform you of the outcome of the investigation into your complaint and to let you know what (if any) actions have been or will be taken. If a longer period is required to consider your complaint you will be notified in writing with a revised timescale. 4. If the complaint has not been resolved to your satisfaction, we agree to the referral of you complaint to The Property Ombudsman Milford House 43-55 Milford Street Salisbury WILTS, SP1 2BP Please note that this must be done within six months of Chesterton Humberts final viewpoint letter. 5. For business clients we will agree a referral of the complaint by mediation with you in accordance with the Neutral Evaluation Procedure for Surveying Disputes (IDRS). If mediation should fail then the case will be referred for formal Arbitration and the Arbitratorâ??s fees will be payable as directed by the Arbitrator at his/her discretion.

Last updated at 9/21/2017, 3:02:37 AM by allAgents

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