Complaints Procedure

Cheetham & Mortimer operates a complaints handling procedure and maintains a complaints log. The complaints handling procedure includes redress mechanisms that are approved by the RICS Regulatory Board. The procedure has two stages.

Stage 1: Consideration of the complaint by a senior member of the firm.

In the circumstances a complaint by a client or member of the public is to be made regarding a partner, associate partner or member of staff at Cheetham & Mortimer, initially this should be in writing, either in the form of a letter of e-mail.  The matter should be addressed to either: - 

Mr A.J. Guest BSc.(Hons) DipArb FRICS FCIArb, or
Mr R.S. Millington BSc.(Hons) MRICS.  

Full details of the complaint, preferably in chronological order, with as much surrounding detail as possible should be forwarded.

Either of these two partners will then investigate the nature of the complaint and reply, with all circumstances permitting, within 14 days to the complainant.

If a meeting is desired after a written reply to discuss the matter further, this will be arranged at Cheetham & Mortimer’s offices.

If you are not satisfied with the answer and explanation to your complaint, there is a second stage to the procedure. 

Stage 2: Referral to an independent third party with the authority to award redress.

The mechanism for handling the second stage of a compliant is dependent upon whether the complaint is a consumer complaint or a business to business complaint. Further details are given below: -

Consumer Redress Mechanism

In the case of a consumer complaint complaints should be addressed to Ombudsman Services: Property (OS:P)

The Ombudsman Services: Property contact details are as flows: -

PO Box 1021

Tel: 0845 050 8181

This is an independent body and the scheme is administered by TOSL.

Business to Business ADR mechanisms

In the case of a Business to Business complaint complaints should be addressed to the RICS Dispute Resolution Service.

The RICS Dispute Resolution Service contact details are as follows: -

RICS Dispute Resolution Service
Surveyors Court
Westwood Way

Tel: 0207 334 3806