Complaints Handling Procedure
Introduction
G Squared Surveying Ltd aims to provide you with a reliable, consistent and diligent service. If, however, you are not satisfied with the service we have given you the Complaints Handling Procedure (CHP) set out in this document explains how you should make a complaint and how we will deal with your complaint or issue.
G Squared Surveying Ltd operates a Complaints Handling Procedure (CHP) which is in accordance with the Royal Institute of Chartered Surveyors (RICS) regulatory requirements, and is split into two stages:
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Stage 1 – Internal Complaints Procedure
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Stage 2 – Independent Redress Mechanism
Stage 1 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 but if you are not happy with our response you will have the opportunity to take your complaint to Stage 2.
Stage 2 gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.
This procedure also applies to complaints relating to the handling of personal data, privacy concerns, or the exercise of data protection rights, in accordance with applicable data protection legislation.
Complaints process
Stage 1 – Internal Complaints Procedure
This stage includes complaints relating to data protection matters, including concerns about the processing, security, or use of personal data by the Company.
We ask that you provide the details of your complaint in writing so that we have a full understanding of the reasons for your complaint. If you make a verbal complaint to us and do not follow this up in writing, we will write to you requesting a written summary of your complaint.
Please send your written complaint to:
Helen Goodwin
G Squared Surveying
Orbit Business Cantre,
Rhydycar Business Park,
Merthyr Tydfil,
CF48 1DL
01685 886779
helen.goodwin@gsquaredsurveying.co.uk
We will acknowledge receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint, including reviewing your file and speaking to the member of staff who dealt with you. This investigation will normally be carried out by a senior member of the firm.
If we require further information we will notify you in writing using your preferred method of contact.
We will write to you within 21 days of receiving your written complaint, to inform you of the outcome of the investigation and let you know what actions have been or will be undertaken.
If we are unable to conclude our investigation within the 21 days we will write to you with an update on the progress of your complaint.
If you are not satisfied with our handling of your complaint or the outcome of our internal investigation, you should write to us again and we will arrange for a separate review to take place by a director of the company. They will write to you within 14 days of receiving your request for a review, confirming our final viewpoint on the matter.
Stage 2 – Independent Redress Mechanism
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 providers:
For Consumer Clients
The Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
EC4Y 1EU
020 7536 6000
This redress provider is free of charge to consumers however any costs incurred in preparing your complaint may not be recoverable under the scheme (see CEDR website for further details).
CEDR requires that all complaints are addressed through the Stage 1 – Internal Complaints Procedure, before being submitted for an independent review.
For Business to Business Clients
The Centre for Effective Dispute Resolution (CEDR)
International Dispute Resolution Centre
70 Fleet Street
EC4Y 1EU
020 7536 6000
If at any time you are not satisfied with the outcome of our investigations, you could also take your complaint to RICS Regulation who will investigate the complaint.
Review
To ensure that our Complaints Procedure Policy remains effective and aligned with our business goals, we will periodically review and update the policy. We encourage all clients to provide feedback on our complaints procedure, and we take all feedback into consideration during our policy review process.
Conclusion
G Squared Surveying takes all complaints seriously and will do our best to resolve any issues raised. We encourage external parties to bring any concerns to our attention as soon as possible to allow us to investigate and resolve the issue promptly.