As a regulated RICS firm, we have in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements.
Our CHP has two stages. Stage one of the CHP gives us the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will then have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. 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:
Mr David C Garness
Garness Group Limited
Riverside House
11-12 Nelson Street
Hull
East Yorkshire
HU1 1XE
Telephone No: 01482 564564
Email: david.garness@garnessgroup.co.uk
Website: www.garnessgroup.co.uk
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.
Stage Two
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 to use the following redress providers:
For Consumer Clients:
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
For Business-to-Business clients:
RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Tel: 020 7334 3806
Website: www.rics.org/regulation
