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 AIRPM
   Bartholomews
   15 Penrhyn Road
   Kingston upon Thames
   Surrey
   KT1 2BZ

   T: 020 8546 9441

2. Where your complaint is initially made orally, you will be requested to send a written summary of your formal complaint to the relevant person.

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 any comments that you may have in relation to this.

4. Within fourteen 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, you should contact the Principal Mr. G. E. Bartholomew FRICS, 15 Penrhyn Road, Kingston upon Thames, Surrey, KT1 2BZ. Telephone 020 8546 9441 who will personally conduct a separate review of your complaint and will 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 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. In respect of complaints regarding residential property the relevant redress scheme is as follows

   Surveyors Ombudsman Service (SOS)
   PO Box 1021
   Warrington
   WA4 9FE
   T: 0330 440 1634

   In respect of complaints concerning commercial property the scheme details are as follows:

   Surveyors Arbitration Scheme (SAS)
   IDRS Limited
   24 Angel Gate
   City Road
   London
   EC1V 2PT
   T: 020 7520 3800

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