COMPLAINTS HANDLING PROCEDURE
If you have a complaint, this note sets out the procedure we will follow in dealing with that complaint. As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.
Please note that all complaints received will be dealt with using this procedure EXCEPT any dispute concerning our Fees, which will be subject to the exclusive jurisdiction of the English Courts.
Please note that we are a medium-sized company and that, whilst we will do our best to keep to the time scales set down below, it is possible that, due to staff absence or holiday, the time taken to respond may be slightly longer than indicated or carried out by a different staff member.
Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider approved by RICS.
Stage 1
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In the first instance, you should contact the person who originally dealt with the matter.
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If they cannot satisfactorily resolve your complaint, then please set out a written summary of the details and send it to:
Harris Makhdumi
Evans & Payne LLP
2nd Floor, Berkeley Square House, Berkeley Square, Mayfair, London, W1J 6BD
Telephone No: 020 7486 9597
Email: hm@evanspayne.com
3. If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.
4. We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days.
5. If we are not able to give you a full response, we will update you within 28 days.
Stage 2
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If we are unable to agree on how to resolve your complaint, then you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board. We have chosen to use the following redress provider:
CEDR, 100 St. Paul's Churchyard, London EC4M 8BU, United Kingdom
Tel: +44 207 536 6116