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Complaints Procedure and Handling

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

Stage 1

a) A senior member of staff in this Practice has been appointed to deal with complaints as follows:

Paul Czerepok

Bradley Hall, 33-39 Grey Street, Newcastle, NE1 6EE

Tel: 0191 232 8080

Email: paul.czerepok@bradleyhall.co.uk

b) Where your complaint is initially made by phone or by email to an individual, you will be requested to send a written confirmation of your complaint via post or email using the address details above.

c) 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.

d) Within 28 days of receipt of your comments regarding the written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint.

Stage 2

a) If you remain dissatisfied you may refer your complaint in writing to:

Richard Rafique, BSc (Hons) MRICS

Bradley Hall, 33-39 Grey Street, Newcastle, NE1 6EE

Tel: 0191 232 8080

b) The complaint will be investigated and within 28 days of receipt of your written confirmation that you wish to escalate the complaint to Stage2, the person above will write to you, in order to inform you of the outcome of their further investigation into your complaint.

c) If you remain dissatisfied with any aspect of our handling of your complaint, then for consumer complaints, we will attempt to resolve this promptly through negotiation, and otherwise agree to enter into mediation with you in accordance with The Property Redress Scheme, First Floor, Lumiere, Elstree Way, Borehamwood, Hertfordshire, England, WD6 1JH.

Alternatively, for Business Complaints we agree to the referral of your complaint to Arbitration. The Arbitration Procedure for Surveying Disputes is a business to business redress mechanism, the contact details of which are the Independent Dispute Resolution Service (IDRS) operated by IDRS Limited, 54 Angelgate, City Road, London, EC1V 2PT from whom details of the Scheme may be obtained.