Complaints Handling Procedure

A clear two-stage process for resolving concerns fairly and promptly.

1. Our commitment

Tŷ Surveys is committed to providing a high standard of professional service. We welcome feedback and take concerns seriously.

Where something has gone wrong, we aim to investigate it fairly, explain our findings clearly and, where appropriate, put matters right.

As an RICS-regulated firm, we operate a written Complaints Handling Procedure, maintain a complaints log and provide access to an RICS-approved Alternative Dispute Resolution mechanism.

This procedure has two stages:

Stage One allows Tŷ Surveys to investigate and respond to your complaint.

Stage Two provides access to an independent Alternative Dispute Resolution provider where the complaint cannot be resolved internally.

2. Scope and accessibility

This procedure applies to complaints relating to the professional services, conduct or administration of Tŷ Surveys.

Making a complaint will not affect the standard of service provided to you, and there is no charge for using our internal complaints procedure.

We will treat information relating to a complaint confidentially, subject to our legal, regulatory and professional obligations.

We can provide this procedure in an alternative format and make reasonable adjustments where required. Please tell us about any communication or accessibility requirements when you contact us.

3. Stage One – complaint to Tŷ Surveys

You may initially raise a concern by telephone or email, and we will try to resolve straightforward matters promptly.

Where the matter is not resolved, or you wish to make a formal complaint, please provide the details in writing so that we have a complete and accurate understanding of your concerns.

Complaints contact details

Complaints handler: Joseph Wright
Firm: Tŷ Surveys
Postal address: Dalton House, 35 Chester Street, Wrexham, LL13 8AH
Telephone: 01978 547303
Email: contact@tysurveys.co.uk
Website: www.tysurveys.co.uk

What to include in your complaint

Please provide as much of the following information as possible:

  • Your name and preferred contact details.

  • The property address, instruction or report reference.

  • A clear description of your complaint and when the issue arose.

  • Copies of any relevant correspondence, photographs or supporting documents.

  • The outcome or remedy you are seeking.

How we will respond

We will acknowledge receipt of your complaint within seven days.

Joseph Wright will review the complaint impartially, gather the relevant records and may contact you for further information.

We will provide a full written response as quickly as possible. Where we cannot provide a full response immediately, we will send you an update within 28 days of receiving the complaint. This update will explain the reason for the delay and provide an expected response date.

Our final response will include:

  • A summary of the complaint.

  • Details of the investigation undertaken.

  • Our conclusions and the reasons for them.

  • Any proposed remedy or action.

  • The next steps available where you remain dissatisfied.

Where the circumstances may give rise to a claim, we may notify our professional indemnity insurers and follow their requirements. This will not prevent us from continuing to communicate with you appropriately.

4. Stage Two – independent Alternative Dispute Resolution

Where we are unable to agree how to resolve your complaint after completing Stage One, you may refer the matter to the appropriate independent Alternative Dispute Resolution provider below.

The provider will determine whether the complaint is eligible under its current scheme rules.

Consumer clients

For a person acting outside the course of a business, or another person to whom a duty of care is owed, Tŷ Surveys has selected the RICS consumer Alternative Dispute Resolution scheme administered by CEDR.

The service is independent of Tŷ Surveys and RICS and is free to the consumer. Tŷ Surveys is responsible for any applicable scheme fee.

Provider: CEDR Services Ltd – RICS Alternative Dispute Resolution Scheme
Postal address: 100 St Paul’s Churchyard, London, EC4M 8BU
Telephone: 020 7536 6116
Email: surveyors@cedr.com
Website: www.cedr.com/consumer/rics/overview/

CEDR states that a consumer may submit an application once a deadlock or final-response letter has been issued, or eight weeks have passed since the complaint was first raised. This is subject to the scheme’s current rules and eligibility requirements.

Business-to-business clients

For a client acting in the course of a business, Tŷ Surveys nominates CEDR commercial mediation as its business-to-business Alternative Dispute Resolution mechanism.

Commercial mediation is independent and normally requires the agreement and participation of both parties. Any fees and procedural terms will be those applying under the CEDR service selected at the time.

Provider: Centre for Effective Dispute Resolution – Commercial Dispute Resolution
Postal address: 100 St Paul’s Churchyard, London, EC4M 8BU
Telephone: 020 7536 6060
Email: adr@cedr.com
Website: www.cedr.com/mediation-services/

5. Concerns reported to RICS

A complainant may also report a concern about the conduct or competence of an RICS member or RICS-regulated firm to RICS Regulation.

This is separate from the firm’s complaints procedure and Alternative Dispute Resolution. RICS considers regulatory issues but does not replace the process for resolving a private dispute or claim for compensation.

RICS Regulation
Email: complaints@rics.org
Telephone: +44 (0)20 7695 1670

Further information is available through the “Report concerns about an RICS member or regulated firm” section of the RICS website.

6. Records, confidentiality and learning

We maintain a complaints log recording:

  • The nature of the complaint.

  • Relevant dates and actions.

  • Correspondence and the outcome.

  • Any referral to insurers, Alternative Dispute Resolution or RICS.

  • Any lessons learned or corrective action taken.

Complaint records are stored securely, and access is limited to those who require the information for investigation, insurance, legal or regulatory purposes.

Records are retained for the period required by applicable law, professional indemnity insurance and regulatory obligations.

After a complaint has been concluded, we will consider whether any changes are required to our procedures, templates, training, quality controls or client communications.

7. Review of this procedure

This procedure will be reviewed at least annually and sooner where there is a change to:

  • RICS requirements.

  • The services provided by Tŷ Surveys.

  • Our Alternative Dispute Resolution provider.

  • Relevant legislation.

The current version of this procedure will be made easily accessible to clients and consumers.

Regulatory basis

This procedure has been adapted from the RICS Complaints Handling Procedure and Complaint Log Examples and current RICS guidance on complaints handling and Alternative Dispute Resolution.

It will be reviewed whenever RICS or CEDR updates its requirements or contact details.