Complaints Handling Procedure

If you have reason to feel dissatisfied please follow our Complaints Handling Procedure. 
 

As a regulated RICS business, we have in place a Complaints’ Handling Procedure (CHP) which meets the regulatory requirements.

Our CHP has two stages:  

  1. The opportunity for our organisation to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you're not content with our responses then you will have the opportunity of taking your complaint to the next stage.

    Even if you have spoken to us about your complaint, please send written details of the complaint by post to:

    Kristian Stott, Managing Partner
    Andrew Grant LLP
    59/60 Foregate Street
    Worcester
    WR1 1DX

    We require a written explanation of your complaint in order to ensure clarity and full understanding of the issues. Email submissions should be avoided if matters of security and privacy are of paramount importance.

    We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaint within 10 days. If we are unable to give you a full response at that time then we would expect to update you within a further 20 days.
     
  2. Gves you the opportunity to have your complaint reviewed and considered by an independent redress provider.

    If we are then unable to gain your agreement on a resolution to your complaint, you have the opportunity to submit your complaint to an independent redress provider. We have selected to use the following redress providers:

    Consumer Clients - The Property Ombudsman
    Milford House
    43-55 Milford Street
    Salisbury
    SP1 2BP

    T: 01722 333306

    There is a 12 month timescale for referring complaints to the Property Ombudsman. 

    Business Clients - RICS Dispute Resolution Service
    Surveyor Court
    Westwood Way
    Coventry
    CV4 8JE

    T: 0207 334 3806

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