BOLTON BIRCH – COMPLAINTS HANDLING PROCEDURE
If you have a complaint the following represents our procedure for dealing with that complaint:-
1. Martin Dodd MRICS, Bolton Birch, 10 St John Street, Chester CH1 1DA Tel: 01244 311681 martin@boltonbirch.com is the nominated individual to deal with complaints, and if you wish to make a complaint, please contact him.
2. When your complaint is initially made orally you will be requested to send a written summary of your complaint to the nominated individual.
3. When the nominated individual has received your written summary, they will contact you in writing within seven days to confirm receipt of your complaint and requesting any further information which may be required to investigate the complaint fully. You will be invited to make any comment you may have in relation to this.
4. Within twenty-one days of your written summary the nominated individual will write to you in order to inform you of the outcome of investigations into your complaint and let you know what action has been or, will be taken.
5. If you remain dissatisfied with any aspect of the handling of your complaint we will attempt to resolve this promptly through negotiations or otherwise agree to offer you independent redress via the following Royal Institution of Chartered Surveyors approved alternative dispute resolution mechanisms:
Consumer Clients
The Property Ombudsman Services Ltd
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP
Phone: 01722 333306
Email: admin@tpos.co.uk
Web: www.tpos.co.uk
Business Clients
RICS Dispute Resolution Service
Surveyor Court,
Westwood Way,
Coventry,
CV4 8JE.
Phone: 020 7334 3806
Email: drs@rics.org
Web: rics.org/drs