COMPLAINTS HANDLING PROCEDURE

In accordance with Royal Institutuion of Chartered Surveyors Rules of Conduct For Firms and the RICS Complaints Handling Procedure Help Sheet, McCrae & McCrae Ltd operates a formal procedure for dealing with complaints from clients and others.

RICS REGULATION: RULES OF CONDUCT FOR FIRMS:

Rule Number 7: A firm shall operate a complaints handling procedure. The Complaints Handling Procedure must include a redress mechanism that is approved by the Regulatory Board.

If McCrae & McCrae Ltd recieve a complaint it will be treated with urgency and dealt with in an impartial manner with the aim of achieving a satisfactory outcome. Time involved in dealing with complaint(s) will not be charged for.

Complaints Handling Procedure:

1. Person whom would handle complaint(s):

Rod McCrae will deal with any complaint which is received. Rod alonside his father established the business and is presently the Managing Director of McCrae & McCrae Ltd.

2. Timeframe in which to deal with complaint(s):

Complaints shall be responded to within 28 days. Failing that, an update will be provided within 28 days detailing the progress made.

3. Redress Mechanism

If the complainant is not happy with the complaint review by the CHP appointed employee, then the complaint will be referred to an independent third party.

The RICS Dispute Resolution Service is free to consumers and can consider any consumer complaints. The contact details for RDRS are;

RICS Dispute Resolution Service, Surbeyor Courts, Westwood Way, Coventry, CV4 8JE

Tel: 020 7334 3806 Fax: 0330 440 1635 Email: drs@rics.org