Complaints procedure

Complaints procedure

As a regulated RICS firm Richard Brown & Partners have in place a Complaints Handling Procedure to enable you to escalate issues or concerns that you have been unable to resolve directly. We will endeavour to assess the facts fairly and our goal is to find an amicable solution for all parties.

Our aim is to provide the highest standards of service to all clients and would therefore always encourage you to raise any concerns at the earliest opportunity. This helps us to improve our relationship with you and often enables issues to be addressed swiftly to everyone’s mutual satisfaction.

STEP 1

If you believe you have a grievance, please write in the first instance to Richard Brown who will take the responsibility for handling and assessing the complaint. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.

Richard Brown & Partners

The Office

South Bellshill

Belford

Northumberland

NE70 7HP

E: info@richardbrownandpartners.co.uk

The grievance will be acknowledged in writing within 7 days before being immediately investigated thoroughly and a reply sent to the complainant within 14 working days of receipt of the letter. It will be the intention of this letter to open up dialogue with a view to reach a satisfactory solution to resolving any problem. This is likely to come about with the help of a meeting with the complainant to further hear and discuss the grievance.

STEP 2

If the complainant remains dissatisfied with the result of the internal investigation, he/she will be advised to contact the firm’s recommended independent third party who have the authority to award redress;

RICS Dispute Resolution Service

55 Colmore Row

Birmingham

B3 2AA

E: drs@rics.org