Martin Ralph Chartered Surveyors

COMPLAINTS HANDLING PROCEDURE

Should you have a complaint, the following procedure outlines how your complaint will be dealt with.

1.         A person has been appointed in our office to deal with complaints and you should not hesitate to contact this person if you wish to make a complaint.

                Jason Ralph
               Martin Ralph Chartered Surveyors
               11 Dragoon House,
               Hussar Court,
               Brambles Business Park,
               Portsmouth PO77SF                            02392 257711

   2.         Where your complaint has initially been made verbally, you will be requested to send a written summary of your complaint to the person dealing with it.

   3.         Once we have received your written summary of the complaint, we will contact you in  writing within 14 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments you may have in relation to this.

    4.         Within 14 days of receipt of your written summary, the person dealing with your complaint will      write to you, in order to inform you of the outcome of the investigation into your complaint and let you know what actions have been taken or will be taken.

    5.         If you are dissatisfied with any aspect of our handling of your complaint, you should contact the following person, who will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.

                Neil Hawkins 14 Landport Terrace, Southsea Portsmouth. PO1 2RG

    6.         If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure of the mediation process operated by the Royal Institution of Chartered Surveyors.

    7.         If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London, EC1V 2RS, from whom details of the scheme may be obtained.