Complaints handling procedure
Integrity and professionalism are fundamental to our business and reputation. We take complaints very seriously and will endeavour to seek a satisfactory and timely resolution in all cases. This document sets out our procedure for dealing with complaints from a client or member of the public against McAllister Associates Limited, our Directors and staff.
Receipt of Complaint
Written complaints shall be referred to the nominated person immediately. Where a verbal complaint has been received, either directly or via telephone, you are advised to address it in writing to the nominated person within 7 days.
Nominated person
The person nominated to deal with your complaint is our Managing Director, Mr Andrew McAllister.
Initial response
A written complaint will be acknowledged in writing within 7 days.
Investigation & remedial action
Your complaint will be fully investigated by the nominated person, who will seek to identify the cause of the problem and suggest remedial action. He will write to you, within 21 days of receipt of your complaint, to explain the findings of the investigation and suggest remedial action.
Further redress mechanisms
As a consumer
If you are still not satisfied, you may refer the matter to the ombudsman for further redress:
Ombudsman Services: Property, PO Box 1021, Warrington, WA4 9FE. Tel: 01925 530 270
www.surveyors-ombudsman.org.uk
As a business
If you are still not satisfied, you may refer the matter for further redress to IDRS Limited for resolution under the Arbitration and Neutral Evaluation Procedures for Surveying Disputes:
IDRS Limited, 24 Angel Gate, City Road, London, EC1V 2PT. Tel: 020 7520 3800
Extensions of time
Extensions of the above time periods shall be with the consent of the complainant.
Note: The Party Wall etc. Act 1996 has its own mechanism for dealing with disputes and shall take precedence over this procedure where applicable.