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 this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:

    Claire Harrow
    Bank Chambers, 64 High Street, Epsom, KT19 8AJ
    Tel: 01372 741777
    Fax: 01372 747811

  2. Where your complaint is initially made orally, 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 the investigation into your complaint and to let you know what actions have been or will be taken.
  5. If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to:

    For Consumers: The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL.
    Tel: 01722 333 306
    Email: admin@tpos.co.uk
    Website: www.tpos.co.uk

    or

    For Businesses: Surveyors Arbitration Scheme (SAS) IDRS Ltd, 24 Angel Gate, City Road, London, EC1V 2PT
    Tel: 020 7520 3800