0191 676 0590 0208 050 0364
COMPLAINTS Handling Procedure (CHP)
As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one 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 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:
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Mr Ricki Hutchinson BSc (Hons) MRICS or Mrs Erin Sharp BSc (Hons) MCIEH
Blacksons Chartered Building Surveyors
533 Durham Road
Low Fell
Gateshead
NE9 5EY
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T: 0191 676 0590
E: complaints@blacksonsltd.co.uk
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Once we have received your written summary of the complaint, we will acknowledge your complaint within seven days and use our best endeavours to respond fully to the complaint within 28 days.
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Stage Two
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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:
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Consumer Clients Redress Scheme
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The Ombudsman Services: Property is free to customers and will consider any consumer complaints related to property.
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The Ombudsman Services: Property
P O Box 1021
Warrington
WA4 9FE
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T: 0330 440 1634 or 01925 530 270
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Business-to-Business Clients Redress Scheme
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For business complaints only, we agree to the referral of your complaint to Arbitration.
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IDRS Limited
70 Fleet Street
London
EC4Y 1EU
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T: 020 7520 3800