Formal Complaints Handling Procedure (CHP)

  1. A person has been appointed in respect of our office to deal with formal complaints and you should not hesitate to contact the relevant person. Details are set out below:
     
    Mr. L. Hunter
    Bartholomews
    15 Penrhyn Road
    Kingston upon Thames
    Surrey
    KT1 2BZ

    T: 020 8546 9441

    Please note that formal complaints may not be submitted by email.

  2. Where your complaint is initially made orally or by email, you will be requested to send a written summary of your formal complaint to us at the address shown above.

  3. Once we have received your written summary of the complaint, we will contact you in writing within fourteen days to inform you of our understanding of the circumstances leading to your complaint.

    We will ask you to confirm in writing that our understanding of your complaint is correct. We may also ask you to provide further information if the reason for your complaint is not clear at this stage.

    We will not be able to process your complaint further until you have confirmed in writing that our understanding of your complaint is correct. If further information is required from you at this stage we will not be able to process your complaint until the requested information is provided.

  4. Within fourteen days of receiving your confirmation that our understanding of your complaint is correct (and any requested additional information) we 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 remain dissatisfied with any aspect of our handling of your complaint, you will be entitled to apply to an independent redress scheme in order to resolve the complaint. Application to the relevant scheme is free of charge to the complainant. The scheme details are as follows:

Consumer redress scheme:

Ombudsman Services: Property
PO Box 1021
Warrington
WA4 9FE

T: 0845 050 8181
F: 0845 051 1213
e-mail: enquiries@os-property.org
www.os-property.org

Business redress scheme:

Arbitration Procedure for Surveying Disputes
IDRS Limited
24 Angel Gate
City Road
London EC1V 2PT

T: 020 7520 3800
F: 0845 1308 117
e-mail: info@idrs.ltd.uk
www.idrs.ltd.uk

Please note you will not be entitled to approach the relevant redress scheme until stage four of the above procedure is complete.

The decision of the independent redress scheme will be binding on both parties.