CUSTOMER COMPLAINTS PROCEDURE

As a regulated RICS firm we have in place a complaints handling procedure which meets the regulatory requirements. Our procedure has two stages.

  • Stage one of the procedure gives 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 two.
  • Stage two give you the client, the opportunity to take 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:

Mrs Elizabeth Evans
47 Nottingham Street
Melton Mowbray
Leicestershire
LE13 1NN

Or email lizzie@bentons.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 us the following redress providers:

Independent RICS Approved Dispute Resolution Organisation

The Ombudsman Services Property (OS:P)   

Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Website: http://www.tpos.co.uk

Tel: 01722 333 306
Fax: 01722 332 296

RICS Dispute Resolution Service (RICS DRS).

Surveyor Court
Westwood Way
Coventry
CV4 8JE

Or email drs@rics.org
www.rics.org/drs