Farrow & Gould Limited Complaints Handling Procedure

Complaints Handling Procedure ("CHP")

As an RICS-regulated firm, we have a Complaints Handling Procedure which meets RICS regulatory requirements.

Our CHP has two stages. Stage One gives Farrow & Gould Limited the opportunity to review and consider your complaint in full and try to resolve it to your satisfaction. If your complaint cannot be resolved, Stage Two gives you the opportunity to refer the matter to an independent Alternative Dispute Resolution provider approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing so that we have a full understanding of the matters you would like us to consider.

Please send your written complaint to:

• t: 0203 962 5763
• e: adminteam@farrowandgould.com
• w: www.farrowandgould.com

We will consider your complaint as quickly as possible and will acknowledge receipt within 7 days. If we are not able to provide a full response, we will update you within 28 days.

If you require a reasonable adjustment to help you make a complaint, please contact us.

Stage Two

If we are unable to resolve your complaint to your satisfaction, you may have the opportunity to refer the matter to an independent Alternative Dispute Resolution provider approved by the RICS Standards and Regulation Board.

Consumer clients

Our nominated consumer ADR provider is:

• t: 020 7536 6116
• e: surveyors@cedr.com
• w: https://www.cedr.com/consumer/rics/overview/

CEDR's RICS adjudication service is free to consumers. A consumer may generally apply once Farrow & Gould has issued its final response/deadlock position, or once eight weeks have passed since the complaint was first raised.