Complaints Handling Process

Overview

Our complaints handling procedure exists to enable any complaint or dispute to be resolved in good faith as quickly as possible.

If you have experienced any issues or are unhappy with any part of our service, whether this is presented in person, on the telephone, via video conference, online or in writing we are committed to treating it seriously and will always endeavour to resolve it in good faith to your complete satisfaction.

CINDAR is regulated by The Royal Institution of Chartered Surveyors and operates this complaint handling procedure in the same spirit as other RICS members, although nothing shall prevent you from contacting RICS Regulation at any time.

Complaint Handling Procedure Part 1

If you have a complaint, then this Part 1 sets out the procedure which we will follow in dealing with the complaint.

The Director, Douglas Beckwith, is responsible for handling any complaint against CINDAR and you may contact him using our Contact form.

Where your complaint is made verbally, you will be requested to send a written summary of your complaint to the person dealing with it.

Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to the complaint.  You will be invited to make any comments you have in relation to this.

Within 21 days of receipt of your written summary, the person dealing with your complaint (who may be independent of CINDAR) will write to to you to inform you of the outcome of their investigation and to let you know what actions have been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation you should write to the Director using the Contact form.  The Director will conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.

Complaint Handling Procedure Part 2

If we are unable to agree on how to resolve your complaint, the you have the opportunity to take your complaint to an independent address provider.  We have chosen to use the following redress provider:

The Commercial and Consumer Dispute Resolution: www.cedr.com. Contact CEDR, Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London. 

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