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Please
Note: the information provided here is for complaints
about the planning aid website www.planning-applications.co.uk only. We have found that visitors to this website who have
sought information on professional complaints about Chartered Surveyors from
web search engines such as Google have mistaken us for the RICS Complaints
Department. Our apologies for any
confusion. It occurs from the fact we have a high placement in many search
engines. For more information go to: RICS
Complaints Procedure |
COMPLAINT HANDLING PROCEDURE
for planning-applications.co.uk
The RICS requires all members who are sole principals,
partners or directors of firms that offer surveying services to the public, to
have in place a complaints handling procedure meeting an agreed minimum
standard.
In the unlikely event that you are dissatisfied
with the service you have received from an individual member of the RICS or a
surveying firm where at least one partner or director is a member of the RICS,
you should ask for details of their complaints handling procedure and the
individual appointed to manage complaints.
We set out below the procedure that
www.planning-applications.co.uk will follow in dealing with any complaint:
1.
o
Telephone: 07860-684604
o
Email: ianbutter@btinternet.com
Address: 121,
2. If
you have initially made your complaint verbally – whether face-to-face or
on the phone – please also make it in writing, addressed to
3. Once
we have received your written complaint, Ian Butter will contact you in
writing within seven* days. At this stage he will give you his
understanding of your case. He will also invite you to make any further comments that you may have in
relation to this.
4. Within
twenty-one* days of receipt of your written summary, Ian Butter will
write to you, to inform you of the outcome of his investigation
into your complaint and to let you know what actions will be taken.
5. If
you remain dissatisfied with any aspect of the internal handling of your
complaint, the regional office of the RICS may be able to recommend a third
party from a local practice to undertake an independent assessment on your
behalf within an agreed timescale. Alternatively (or in addition) we can
discuss whether we can agreed to go to mediation according to either the Centre
for Effective Dispute Resolution (CEDR) or the mediation process run by the
Royal Institution of Chartered Surveyors.
6. If
you are still unhappy with the result of any of the above, for consumers
you can refer your complaint to the Surveyors Ombudsman
Scheme at
* The time limits are
recommendations, to ensure that complaints are dealt with promptly.
If you remain unhappy about the way in which your
complaint is being handled you should contact the RICS Professional Conduct
team who will ensure your complaint is dealt with correctly.
RICS Professional Conduct
CV4 8ZJ
T: + 44 (0)870 333 1600
RICS Information:-
HOW TO COMPLAIN
HOW YOUR COMPLAINT WILL BE DEALT WITH