Complaints Handling Procedure

With effect from: 27 October 2016

If you wish to make a complaint to Gold Stone building surveys, you will need to put this in writing if you have not already done this. In any event, we attempt to acknowledge your complaint within 7 days by issuing you with a copy of this Complaints Handling Procedure.

Stage 1.

Upon receipt of a written complaint, the first stage of our complaints handling procedure will involve full consideration of your complaint by our Senior Director Mr M Stancheris Associate RICS on behalf of the firm. We will try to resolve the complaint to your satisfaction within a period of 8 weeks of receiving your written complaint. If you are happy with the outcome of Mr Stancheris investigation into your complaint, the matter will conclude.

Stage 2.

If we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is:

If you are a non-business client:

CEDR (Centre for Effective Dispute Resolution) 70 Fleet Street, London EC4Y 1EU

Tel: 02075 366116 or 02075 203800
Email: [email protected]
https://www.cedr.com/solve/dispute-resolution-services/

If you are a business client:

RICS Dispute Resolution Services Parliament Square SW1P 3AD T 02476 868555