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Royal Institution of Chartered Surveyors (RICS)

Association of Residential Letting Agents (ARLA) - Licensed Member

COMPLAINTS PROCEDURE

If you have a complaint, then this is the procedure which we will follow in dealing with your complaint.

  1. A person has been appointed in our office to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

    Mr. S. A. Bradford BSc MRICS
    Hodgson Elkington LLP
    1 Oakwood Road, Doddington Road
    Lincoln, LN6 3LH

  2. Where your complaint is initially made orally 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 that you may have in relation to this.

  4. Within 28 days of receipt of your written summary the person dealing with your complaint will write to you to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

  5. If you are dissatisfied with any aspect of our handling of your complaint you should contact Mr. S. J. Elkington BSc(Hons) FRICS 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.

  6. If you are a consumer and 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 Ombudsman Service Property.

  7. 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 or the mediation process operated by the Royal Institution of Chartered Surveyors.

  8. 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.

Updated: 04 November 2011