Complaints Handling Procedure

Our complaints Handling Procedure

As a regulated RICS firm, Rose Vale Rural have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our CHP has three stages. Stage One gives our firm the opportunity to resolve the complaint without resorting to a formal procedure. In the first instance, you should contact the relevant Director who will make every effort to resolve your issue or problem informally. Stage Two 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 Three. Stage Three gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

A more detailed overview of our CHP can be found below:

Stage One

In the first instance, we would ask you to raise your initial concerns with the Director with whom you have had dealings with. We will investigate and discuss the nature of your dissatisfaction with you, considering the details thoroughly and with the aim of reaching an amicable solution as soon as possible. If you are not happy with the process or the outcome, or, if you prefer to follow the formal procedure from the outset then you should escalate the matter within the firm (Stage Two, as detailed below).

Stage Two

If you have spoken to us about your complaint, 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:

Name of contact at firm Olivia Hutchings

Firm name Rose Vale Rural

Address Rose Vale Rural, Unit 6, Bowdens Farm Business Park, Bowdens Farm, Hambridge, Somerset TA10 0PB

Telephone number 01458 772792

Email address o.hutchings@rosevalerural.co.uk

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days and you can expect a full response within 21 days. Complaints should be made in writing.

Stage Three

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 the following redress provider for complaints in relation to surveying and professional services:

Scheme: Independent Adjudication Scheme for the Royal Institution of Chartered Surveyors (RICS)

Website: https://www.cedr.com/consumer/rics/overview/

Email: surveyors@cedr.com

Address: 100 St Paul’s Churchyard, London, EC4M 8BU

Tel: 020 7536 6116

We have chosen the following redress provider for complaints in relation to agency services:

Scheme: The Property Redress Scheme

Website: https://www.propertyredress.co.uk/

Email: info@propertyredress.co.uk

Address: Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

Tel: 0333 321 9418