In the unlikely event of a client or member of the public wanting to make a complaint against EA Shaw, it is a requirement of the RICS and good practice, that we follow the written procedure below.
If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.
1. Mike Stones Finance Partner has been appointed to deal with the administration of all complaints and you should not hesitate to contact him on ms@eashaw.com or 020 7420 3073
2. Where your complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.
3. Once we have received your written summary of the complaint, we will contact you in writing within fourteen days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
4. Within twenty eight days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and let you know what actions have been or will be taken.
5. If you are dissatisfied with any aspect of our handling of your complaint, you should contact in writing Charles Killen, Senior Partner, who will personally conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review.
6. If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations and/or agree to enter into mediation with you.
7. If the complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors Ombudsman Service for consumers at PO Box 1021, Warrington, WA4 9FE and the Surveyors Arbitration Scheme for Organisations/Businesses, Surveyor Court, Westwood Way, Coventry, both of these schemes are monitored by the Royal Institution of Chartered Surveyors, 12 Great George Street, London SW1P 3AD from whom details of the scheme may be obtained.