Standard Procedure for Complaints Handling

Standard Procedure for Complaints Handling for RTP Surveyors

In Accordance with the Recommendations of the Royal Institution of Chartered Surveyors

If you have a complaint then this note sets out the procedure which we will follow in dealing with that
complaint.

1. The Directors in our offices are appointed to deal with complaints, and you should not hesitate
   to contact us using the following details:
   Tremough Innovation Centre, Penryn, TR10 9TA. Telephone: 01326 318 599.
   Email: office@rtpsurveyors.co.uk
2. Where your complaint is initially made orally, you will be requested to send a written summary
   of your complaint.
3. Once we have received your written summary of the complaint, we will contact you in writing
   within seven days to inform you of our understanding of the circumstances leading to your
   complaint. You will be invited to make comments that you may have in relation to this.
4. 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 actions have been or will be taken.
5. If you are dissatisfied with any aspect of our handling of your complaint, another Director will
   personally conduct a separate review of your complaint and contact you within fourteen days
   to inform you of the conclusion of this review.
6. 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 mediation process endorsed by the Royal Institution
   of Chartered Surveyors.
7. If the complaint has still not been resolved to your satisfaction, we agree to the referral of your
   complaint to an independent third party with the authority to award redress as follows:
   For Consumer’s Redress: The Centre for Effective Dispute Resolution can be contacted on 0207
   536 6116 or by email applications@cedr.com. Alternatively you can visit their website to submit
   a claim www.cedr.com/consumer/rics.
   For Business related disputes, the RICS Dispute Resolution Service (DRS) can be contacted;
   Surveyors Court, Westwood Way, Coventry. CV4 8JE. Tel. 0207 334 3806.