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:

Simon Pope

Farrow & Gould Limited

124, City Road

London

EC1V 2NX
 

t: 0203 962 5763

e: info@farrowandgould.com

w: www.farrowandgould.com

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 use the following redress providers:

For Consumer Clients:

Centre for Effective Dispute Resolution 

The International Dispute Resolution Centre, 

70 Fleet Street,

London,

EC4Y 1EU 

t: +44 (0) 20 7536 6000 

e: info@cedr.com 

w: www.cedr.com

For Business-to-Business clients:

RICS Dispute Resolution Service

55 Colmore Row

Birmingham

B3 2AA

t: +44 (0) 20 7334 3806

e: drs@rics.org

w: www.rics.org/dispute-resolution-service