River Crest Surveyors Ltd. is committed to providing the highest standards of service. However, we recognise that there may be occasions when our clients feel that our service has not met their expectations. This Complaints Handling Procedure outlines the steps we take to ensure that any complaints are handled promptly, fairly, and effectively.
1. Introduction
1.1 We value our clients and are committed to addressing all complaints swiftly and professionally.
1.2 This procedure is in accordance with the guidelines and regulations of the Royal Institution of Chartered Surveyors (RICS).
2. How to Make a Complaint
2.1 Complaints can be made in writing, by email, or by telephone.
2.2 Written complaints should be addressed to:
Complaints Officer
River Crest Surveyors Ltd.
Office B, Chesil House, Arrow Close,
Eastleigh, England,
SO50 4SY
02381290888
2.3 To help us investigate and resolve the complaint as quickly as possible, please provide the following information:
– Your name and contact details
– A detailed description of your complaint
– Any relevant documentation or correspondence
– The name(s) of the staff member(s) involved, if known
3. Acknowledgement
3.1 We will acknowledge receipt of your complaint within 3 working days.
3.2 The acknowledgement will include the name and contact details of the person who will be handling your complaint.
4. Investigation
4.1 We will conduct a thorough investigation into your complaint. This may involve reviewing relevant documents, speaking with staff members, and, if necessary, contacting you for further information.
4.2 We aim to complete our investigation within 15 working days of acknowledging your complaint. If we need more time, we will inform you of the reasons for the delay and provide a revised timescale.
5. Response
5.1 Once our investigation is complete, we will provide you with a detailed written response. This response will include:
– A summary of your complaint
– The findings of our investigation
– Any actions we have taken or will take to address the issue
– Any proposed resolution
6. Further Steps
6.1 If you are not satisfied with our response, you may request a review. Your request should be made within 15 working days of receiving our response.
6.2 The review will be conducted by a senior member of the firm who was not involved in the initial investigation. The review will be completed within 15 working days, and you will be provided with a final response.
7. Escalation to RICS
7.1 If you remain dissatisfied with our final response, you may refer your complaint to the RICS Dispute Resolution Service.
7.2 Contact details for RICS Dispute Resolution Service:
RICS Dispute Resolution Service
Surveyor Court, Westwood Way
Coventry, CV4 8JE
Email: drs@rics.org
Phone: +44 (0)20 7334 3806
Website: www.rics.org/drs
8. Record Keeping
8.1 We will keep a record of all complaints, investigations, and responses for a minimum of 6 years.
8.2 These records will be reviewed periodically to identify any trends or areas for improvement in our services.
9. Confidentiality
9.1 All complaints will be treated confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint.
10. Continuous Improvement
10.1 We are committed to continually improving our services. Feedback from complaints is valuable in helping us achieve this goal.
10.2 We will review this Complaints Handling Procedure annually to ensure it remains effective and in line with current regulations and best practices.
Thank you for your cooperation. We are committed to resolving your complaint to your satisfaction and improving our service based on your feedback.
Sincerely,
Carol Byrne
Director of Client Care
River Crest Surveyors Ltd.
