Complaints Procedure

Complaints Handling Procedure

We are a company that is regulated by the Royal Institution of Chartered Surveyors, as such we have in place a complaints handling procedure in accordance with RICS Rules of Conduct.

May Whetter & Grose are committed to providing a high-quality professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. To deal with this, we have a complaints procedure.

How to complain

If you have a complaint, please put it in writing in the first instance to our General Office Manager, Mrs Julie Collins, at our St Austell Office (May Whetter & Grose, Piran House, 11 Fore Street, St Austell, Cornwall, PL25 5PX), including as much detail as possible. Once we have received your written complaint we will respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Royal Institution of Chartered Surveyors or The Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure and advising you of our understanding of the complaint. You will be invited to make any further comments that you may have in relation to this.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter. Such correspondence will let you know what actions, if any, have been taken or will be taken.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a Company Director.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied with any aspect of our internal handling of your complaint, you are entitled to refer your complaint to one of the following two independent redress schemes:

• Centre for Effective Dispute Resolution (CEDR), 70 Fleet Street, London, EC4Y 1EU.
• The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP. 01722 333306. www.tpos.co.uk

Please note the following:

The Royal Institution of Chartered Surveyors and/or the Property Ombudsman require that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.