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Redwood Surveyors is committed to delivering a high standard of professional residential surveying services. However, we recognise that there may be occasions where a client is dissatisfied with the service provided.

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This Complaints Handling Procedure (CHP) sets out a clear, fair and transparent process for handling complaints. It complies with the requirements of the Royal Institution of Chartered Surveyors (RICS) and applies to all complaints relating to our residential surveying services.

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How to Make a Complaint

Complaints should be made in writing by email or letter, and addressed to Redwood Surveyors. Please include sufficient detail to allow us to investigate your concerns fully, including your name, property address, and the nature of the complaint.

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Stage 1: Acknowledgement

Upon receipt of a complaint, we will acknowledge it in writing within 10 working days.

Our acknowledgement will:

• Confirm receipt of your complaint

• Provide a copy of this Complaints Handling Procedure

• Set out the anticipated timescale for our full response

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Stage 2: Investigation

Your complaint will be referred to a Director of Redwood Surveyors. A thorough investigation will be undertaken, which may include:

• Reviewing all relevant documentation and correspondence

• Speaking with the surveyor involved

• Requesting further information from you where necessary

We will handle all complaints objectively and impartially.

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Stage 3: Formal Response

We will aim to provide a full written response within 8 weeks of our acknowledgement.

Our response will include:

• A clear summary of our findings

• Our conclusions in relation to the complaint

• Details of any actions taken or proposed resolution

• Information on how to escalate the complaint if you remain dissatisfied

If you confirm that you are satisfied with our response, the matter will be considered closed.

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Stage 4: Independent Redress

If it cannot be agreed on how to resolve the complaint, then the complainant will have the opportunity to take the complaint to the final stage of our complaints handling procedure by contacting the following:

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CEDR – Centre for Effective Dispute Resolution
70 Fleet Street, London, EC4Y 1EU
Tel: 020 7536 6116
Email: applications@cedr.com
Web: www.cedr.com

For business-to-business complaints:

RICS Dispute Resolution Service (DRS)
Parliament Square, London, SW1P 3AD
Tel: 02476 868555

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Record Keeping and Continuous Improvement

Redwood Surveyors maintains comprehensive records of all complaints, including details of investigations and outcomes. These records are treated confidentially and retained in accordance with data protection requirements. We regularly review complaints to identify trends and implement improvements to our services and procedures.

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Review of Procedure

This Complaints Handling Procedure is reviewed periodically to ensure ongoing compliance with professional standards and to maintain its effectiveness.