Introduction

The Brown Rural Partnership LLP (“The firm”) is committed to providing a high-quality service to all of its clients.

This statement sets out how you can take up any matter you think is unsatisfactory about the service you have received from the firm, and how we will deal with the complaint.

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.

What is a Complaint? A complaint is an expression of dissatisfaction, whether justified or not.

RICS Approved Complaints Handling Procedure (CHP)

As Chartered Surveyors we are regulated by the Royal Institution of Chartered Surveyors (RICS) and have a Complaints Handling Procedure (CHP) in place that meets their regulatory requirements.

Our CHP has two stages. Stage one gives our firm the opportunity to review and consider your complaint in full and we will try to resolve it to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two which gives you 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.

The people appointed in this office to deal with complaints are Michael Brighouse and Michael Statham. Both are partners/members in the firm and in the event that your complaint involves one of them, it should be directed to the other. Please send your written complaint to:

Michael Brighouse or Michael Statham
The Brown Rural Partnership LLP,

29 Church Street,
Macclesfield,
Cheshire
SK11 6LB
Tel: 01625 434696
michaelbrighouse@brownrural.com or michaelstatham@brownrural.com

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by a partner in the firm who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. Please follow Stage Two which is set out below.

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:
The Property Ombudsmen,

Millford House,
43-55 Millford Street
Salisbury
Wiltshire
SP1 2BP

admin@tpos.co.uk

www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

For Business-to-Business Clients:
RICS Dispute Resolution Service,

Surveyor Court,
Westwood Way,
Coventry
CV4 8JE