Regulated By RICS

REGULATION

We have a duty of care to every client to provide the best service.   As a firm we are members of the ROYAL INSTITUTION OF CHARTERED SURVEYORS (RICS) requiring us to provide the highest standards and complying to their strict codes of conduct.  

Our chartered surveyors provide expert and impartial advice and are required to act in an honest, fair, transparent and professional manner.  They are highly regulated and are required to follow strict rules of conduct.

As a firm we have to have client money protection and appropriate professional indemnity insurance in place.

RICS members have to update their skills and knowledge throughout their careers, so you can rely on their expertise.

CLIENT MONEY PROTECTION 

Client’s money is held in a discrete account which is protected under the RICS Client’s Money Protection Scheme.

We also adhere to the RICS Professional standards and guidance for UK residential real estate agency and follow The Real Estate Agency Code.

COMPLAINTS PROCEDURE

As a firm regulated by the Royal Institution of Chartered Surveyors (RICS), we have in place a Complaints Handling Procedure (CHP).  

We will always endeavour to provide the highest levels of service however we appreciate that there may be occasions when something may not go to plan and a client may wish to make a complaint.  In such circumstances we may initially seek to resolve a complaint with informal discussions.

If your complaint cannot be resolved on this basis or, if you prefer to follow the formal procedure, our formal CHP has two stages.  Stage one gives our firm the opportunity to review and consider a complaint in full. RH & RW Clutton will try to resolve a complaint to the satisfaction of the complainant.  If the complainant is not happy with our response, the complainant will have the opportunity to take his/her complaint to stage two. Stage two gives the complainant the opportunity to have his/her complaint reviewed and considered by an independent redress provider, approved by RICS.

STAGE ONE

If the complainant has spoken to us about his/her complaint, we will ask the complainant to put the details of his/her complaint in writing.  We ask that the complainant puts his/her complaint in writing to make sure that we have a full understanding of the reasons for the complaint.  All written complaints should be sent to:

Mr George Back MRICS

RH & RW Clutton LLP

92 High Street

East Grinstead

West Sussex

RH19 3DF

Tel:    01342 410122

e-mail address:  GeorgeB@rhrwclutton.co.uk

We will consider the complaint as quickly as possible, and must acknowledge receipt of the complaint within 7 days.  If we are not able to give the complainant a full response, we will update him/her within 28 days.

STAGE TWO

If we are unable to agree on how to resolve the complaint then the complainant has the opportunity to take his/her 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 Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306

https://www.tpos.co.uk/contact

For Business-to-Business clients:

CEDR Solve

The International Dispute Resolution Centre

70 Fleet Street

London

EC4Y 1EU

Telephone    020 7536 6060

e-mail address: info@cedr-solve.com

Website: www.cedr-solve.com