Complaints Handling Procedure - John Woolley Limited

As a regulated RICS firm, we have in place a Complaints Handling Policy (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, and a solution has been found, please make a note of the person you spoke with together with the resolution and the date agreed. If you are not satisfied or do not wish an informal solution, please put the details of your complaint in writing. This is to make sure that we have a full understanding of the reasons for your complaint.
Please send your written complaint to:
 

Mr J R Woolley
John Woolley Limited
Office 4, Salisbury Auction Centre
Netherhampton Road,
Salisbury
SP2 8RH
01722 325650
John@johnwoolleyltd.co.uk
www.johnwoolleyltd.co.uk

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 can take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

The Centre for Effective Dispute Resolution,
International Dispute Resolution Centre,
100 St Pauls Churchyard
London
EC4M 8BU

+44 (0)20 7536 6000
www.cedr.com