Complaints Handling Procedure (CHP)

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Neil Spurrier, Company Solicitor, Aston Rose, 4 Tenterden Street, London W1S 1TE

Tel: 020 7629 1533        Email: neilspurrier@astonrose.co.uk        www.astonrose.co.uk

If the complaint is concerning Neil Spurrier then any communication should be sent to John Williams FRICS at the same address.

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. We will investigate your complaint and will send you a formal written outcome of our investigation within 10 working days. If you remain dissatisfied please contact us again and we will arrange for a separate review by a senior member of staff and will let you have our final viewpoint within 10 working days from your request.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients:

The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury SP1 2BP

Tel: 01722 333 306       Email: admin@tpos.co.uk       www.tpos.co.uk

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an Independent review from The Property Ombudsman without charge.  Complaints should be referred within 12 months of our final viewpoint.

For Business-to-Business clients:

RICS Dispute Resolution Service, 55 Colmore Row, Birmingham B3 2AA

Tel: 020 7334 3806      Email: drs@rics.org        www.rics.org/eu/footer/dispute-resolution-service