Nigel Stone Surveyors Ltd is regulated by RICS. As a RICS-regulated firm we have a complaints handling procedure, which meets RICS requirements, and we keep a log of complaints.
Stage one: tell us
Please put your complaint in writing, by email or letter, to:
Nigel Stone, Director
Nigel Stone Surveyors Ltd, Fronfelen, Oakford, Llanarth, SA47 0RT
nigel@nigelstonesurveyors.co.uk · 01545 581 270
Please include your name, the property address, the service we provided and what has gone wrong. We will:
- Acknowledge your complaint within 7 days of receiving it.
- Investigate the matter, which may include reviewing the file and speaking to the people involved.
- Write to update you if we cannot give you a full response within 28 days.
- Send you our final response within 8 weeks of receiving your complaint.
Stage two: independent review
If your complaint is not resolved, you can refer it to an independent redress scheme. Which one depends on whether you are a consumer or a business client.
The Property Ombudsman
33 The Clarendon Centre, Salisbury Business Park, Dairy Meadow Lane, Salisbury, Wiltshire SP1 2TJ
www.tpos.co.uk
You can refer your complaint within 12 months of our final response, or earlier if 8 weeks have passed since you complained and we have not sent one.
RICS Dispute Resolution Service
drs@rics.org · www.rics.org
The redress scheme is independent of us.
Regulatory concerns
RICS does not resolve individual complaints about service, but if you believe a RICS member or regulated firm has breached the RICS Rules of Conduct, you can raise this with RICS Regulation: rics.org/regulation.