Last Updated 22 September 2024

Complaints Handling Process (CHP)

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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 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:

 

Benjamin Davies BA (Hons) PgDip AssocRICS MRPSA

Cooper Davies Surveyors Ltd

Westcot, Elm Close

Shipham

BS25 1UG

01934 902 666

b.cooper.davies@gmail.com

 

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days.  If we are not able to give you a full response, we will update you 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 depending upon whether the complaint originates from a consumer or a business:

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The Property Ombudsman

Milford House,

43 - 55 Milford Street,

Salisbury, Wiltshire

SP1 2BP

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Or

 

RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Tel: 0207 334 3806

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Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

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