Complaints Handling Procedure – River Crest Surveyors Ltd.
1. Introduction River Crest Surveyors Ltd. aims to provide a professional and high-quality service at all times. We recognise that, on occasion, concerns may arise. This Complaints Handling Procedure (CHP) explains how complaints can be made, how they will be handled, the timescales involved, and the options available for independent redress. This procedure is designed to comply with RICS requirements and to be fair, transparent, and accessible.
2. How to Make a Complaint Complaints must be made in writing to ensure a clear and auditable record. Complaints may be submitted by post or email. Postal submissions: Complaints Officer, River Crest Surveyors Ltd., Office B, Chesil House, Arrow Close, Eastleigh, Hampshire, SO50 4SY Email submissions: complaints@rivercrestsurveyors.co.uk Telephone calls and social media messages may be acknowledged but will not be treated as a formal complaint unless confirmed in writing.
3. What to Include A clear written description of the complaint, the property address, service provided, and copies of relevant reports and correspondence.
4. Acknowledgement Written acknowledgement will be issued within 10 working days of receipt.
5. Investigation and Response A full written response will normally be provided within 30 working days of receiving all required information, subject to extensions where reasonably necessary.
6. Site Access Reasonable access must be provided where a complaint relates to the physical condition of a property.
7. Review Stage Review requests must be made within 28 working days. A final response will be issued within 30 working days.
8. Independent Redress Centre for Effective Dispute Resolution (CEDR), CEDR Solve, 70 Fleet Street, London, EC4Y 1EU. Website: www.cedr.com/solve
9. Time Limits Complaints should be made within 6 months of the report date or 2 months of the issue becoming apparent, and in all cases within 12 months.
10. Records and Data Protection Complaint records are retained for a minimum of six years in accordance with GDPR.
11. Reservation of Rights This procedure does not affect statutory rights.
