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Complaints Procedure

Complaints Procedure

SYMONDS & SAMPSON LLP

RICS REGULATIONS RULE 7 - COMPLAINTS HANDLING PROCEDURE

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

1.  A person has been appointed in each of our offices to deal with complaints, and you should not hesitate to contact the relevant partner of the firm as shown below:

  • Axminster - Charles Matthews - Agriculture Ho., Market Place, Sturminster Newton DT10 1AT - 01258 472244
  • Blandford - Andrew Robinson - 5 West Street, Wimborne, Dorset BH21 1JN - 01202 882103
  • Bridport - Charles Matthews - Agriculture Ho., Market Place, Sturminster Newton DT10 1AT - 01258 472244
  • Dorchester - Richard Miller - 30 High West Street, Dorchester, Dorset DT1 1UP - 01305 264172
  • Salisbury - Philip Pollard - 89 Crane Street, Salisbury, Wilts SP1 2PU - 01722 334323
  • Sturminster - Charles Matthews - Agriculture Ho., Market Place, Sturminster Newton DT10 1AT - 01258 472244
  • Wimborne - Andrew Robinson - 5 West Street, Wimborne, Dorset BH21 1JN - 01202 882103
  • Yeovil - Lester Williams - 2 Court Ash, Yeovil BA20 1HG - 01935 423526

Note:  Should your complaint be against the relevant person above, please contact one of the other named partners in a neighbouring office.

2.  Where your complaint is initially made verbally, 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 seven 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 twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of his investigation 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 or the outcome of our internal investigation, you should write to our Partner, Charles Matthews, at the Sturminster Newton address shown above. He will conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review. Should your complaint be against Mr Matthews himself, please contact the Senior Partner, Andrew Robinson, at the Wimborne address shown above.

6.  In addition to our Complaints Handling Procedure we operate the following redress mechanisms approved by RICS. If you are still unhappy with the result of any of the above, You may refer your complaint to the Ombudsman Service: Property as a private individual.

Details are available from:

PO Box 1021
Warrington
WAA4 9FE
Tel: 0845 050 8181
www.surveyors-ombudsman.org.uk

Or the Surveyors Arbitration Scheme as a commercial client if it falls within the scope of the scheme.

Details are available from:

IDRS Limited
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 020 7520 3800
www.idrs.ltd.uk