Complaints Handling Procedure
As a Regulated RICS Firm, we have in place a formal Complaints Handling Procedure (“CHP”), which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.
Stage One – Internal Investigation
If you feel that we have not met an adequate level of service, please set out your complaint in writing, in full, including your reasons, dates, names of members of staff you dealt with, accompanied with supporting evidence (e.g. photographs), to the Complaints Handling Team: complaints@cjbloor.co.uk
A Client Relationship Manager will acknowledge your complaint within 3 working days, review the case, and provide you with an Initial Response Letter within 15 working days.
If the complaint is not resolved, a Director or Quality Assurance Surveyor will provide a second review for a Final Response Letter to be issued within 15 working days of receiving your request for a further review. If the outcome does not address your concerns, or more than 8 weeks has lapsed since the complaint was first made, you may wish to refer the matter to an Independent Case Reviewer as set out below.
Re-inspection(s)
If deemed necessary, you shall allow the surveyor to re-inspect the property. No works shall be carried out by you, or any third party, until the surveyor has re-inspected the property to verify their findings. In cases of emergency, works may be carried out urgently, but the surveyor must still be notified prior to the works being carried out and must also be offered access at all reasonable times to witness in person the remedial action being carried out. Failure to do so will immediately and automatically invalidate any claim against CJ Bloor.
Stage Two – Redress
If we are unable to agree on how to resolve your complaint then you can take your complaint to an independent redress provider, as approved by the RICS Regulatory Board.
We have chosen to use the following redress providers:
For Consumer Clients in relation to Surveying and Professional Services
Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
020 7536 6000
For Business-to-Business Clients:
CEDR Solve
The International Dispute Resolution Centre
70 Fleet Street, London, EC4Y 1EU
020 7536 6000