Wilkinson & Co – Complaints Handling Procedure
As a regulated RICS firm, we have in place a 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 RICS.
Stage One
If you have spoken to us about your complaint, please put the FULL details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a FULL understanding of the reasons for your complaint. Please send your written complaint to:
Peter Wilkinson MRICS IRRV (Hons), Director
Wilkinson & Co (Surveyors) Ltd, t/a, Wilkinson & Co, Chartered Surveyors
6 Swedish Houses
Strachur
Cairndow
Argyll
PA27 8DJ
Tel: +44 (0) 7967 967018
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. We will consider your complaint as quickly as possible. We will provide you with a full response
or, if that is not possible, an update on what is happening with your complaint, within 28 days.
Stage Two
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 RICS Regulatory Board. We have chosen to use the following redress providers:
For Consumer Clients:
CEDR: 70 Fleet Street, London, EC47 1EU. Tel: +44 (0) 20 7536 6000. info@cedr.com
For Business to Business Clients:
RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AA. Tel: +44 (0) 20 7334 3806. drs@rics.org
We confirm as a matter of course any complaint (of any nature) is automatically notified to our Insurers. Dependent upon the nature of the complaint may result in our insurers taking over the complaint for final determination – ‘Stage 2’. This might also give cause to delays in the above timescales.
Depending upon the nature of the complaint and information provided we might need to re-inspect the property.
Last Updated: 28th January 2024