Complaints handling procedure

1. A person has been appointed to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:-

Michael W Bell MRICS – Leader House, Mill Road, Earlston, TD4 6DG
Email: mbell@bellruralsolutions.com

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 three 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 fifteen 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 taken or will be taken.

5. If you are dissatisfied with any aspect of our handling of your complaint you should contact

Michael W Bell MRICS – Leader House, Mill Road, Earlston, TD4 6DG
Email: mbell@bellruralsolutions.com

6. If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations and otherwise agree to enter into mediation with you in accordance with the Disputes Resolution Service of the Royal Institution of Chartered Surveyors.

7. If the complaint has still not been resolved to your satisfaction, we will ask you to refer to an independent redress mechanism as detailed below:-

a) Consumer Complaint – where the complaint is made by a consumer (which means a person acting outside the course of any business of his, or a person to whom a duty of care is owed) please contact The Property Ombudsman.

Address: Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306

Website: www.tpos.co.uk

Email: admin@tpos.co.uk

b) Business Complaint – where the complaint is made by a persons or organisation in a business capacity please contact RICS Dispute Resolution Service:-

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

Telephone: 020 7334 3806

Fax: 020 7334 3802

Website: www.rics.org/drs

Email: drs@rics.org