I am committed to providing a professional and high quality service. However, I recognise that there may be occasions where my service does not meet your expectations. If this happens, I encourage you to raise your concerns so that they can be dealt with promptly, fairly, and transparently.
This complaints handling procedure complies with the requirements of the Royal Institution of Chartered Surveyors.
Stage One Complaint
If you have a complaint, please set it out in writing by email or letter, providing as much detail as possible about the issue.
Your complaint should be addressed to:
Complaints Handling
Insite Property Surveys
Info@insitepropertysurveys.com
As a sole trader, I will personally acknowledge your complaint within seven days of receipt and will investigate the matter fully.
I aim to provide a full written response within twenty eight days of receiving your complaint. If this is not possible, I will explain the reason for the delay and confirm when you can expect a full response.
Stage Two Independent Review
If you are not satisfied with my response at Stage One, you may request that your complaint is referred for independent review.
An independent reviewer will be appointed in accordance with RICS guidance and will have had no prior involvement in the matter. Your request for an independent review must be made within twenty eight days of receiving my Stage One response.
Details of the independent reviewer and the review process will be provided upon request.
Alternative Dispute Resolution
If the complaint is not resolved following the independent review, you may refer the matter to an approved Alternative Dispute Resolution provider.
I have chosen the Centre for Effective Dispute Resolution (CEDR) as my ADR provider for consumer complaints under the RICS scheme. CEDR provides an independent and impartial dispute resolution service which is free of charge to consumers.
You must have completed the internal complaints handling process before referring your complaint to CEDR and the referral must be made within the time limits set by CEDR.
CEDR contact details are as follows:
Centre for Effective Dispute Resolution
The International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Telephone: 020 7536 6116
Email: surveyors@cedr.com
Website: https://www.cedr.com
If a complaint is referred to CEDR, I will cooperate fully with the ADR process.
RICS Regulation
If you believe that I have breached RICS professional or ethical standards, you may raise the matter directly with RICS Regulation. This does not replace the complaints handling procedure outlined above and should normally be done after completing the process.
RICS Regulation
Parliament Square
London
SW1P 3AD
Website: www.rics.org
Record Keeping
Records of all complaints and their outcomes will be retained in accordance with RICS requirements.