This note sets out the procedure which will be followed by this practice in dealing with complaints.

  1. We have appointed Geoffrey J Blackstone FRICS to deal with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him.
  2. If you have initially made your complaint verbally – whether face-to-face or on the telephone – please also make it in writing, addressed to Geoffrey Blackstone.
  3. Once we are in receipt of your written complaint, Geoffrey Blackstone will contact you in writing within seven days. At this stage we will give you our understanding of your case. We 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 our written summary, Geoffrey Blackstone will write to you to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take.
  5. If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board. We have chosen to use the following redress providers:

Consumer Redress Scheme

For Consumer Clients in relation to Surveying and Professional Services

Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
0207 520 3800

For Business-to-Business Clients: the Arbitration Procedure for Surveying Disputes

CEDR Solve
70 Fleet Street, London, EC4Y 1EU
0207 536 6060