Regulated by RICS

MCLEMAN QS NETWORK

MINIMUM STANDARD PROCEDURE FOR COMPLAINTS HANDLING

 As required by

 ROYAL INSTITUTION OF CHARTERED SURVEYORS

Our procedure in respect of handling complaints is made available in written form to all clients or to any member of the public on request This procedure complies with the minimum standard laid down by the Royal Institution of Chartered Surveyors (May 2000 issue).

 "If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint

1.  A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:

Andrew McLeman FRICS MaPS, McLeman QS Network, 135 Main Street, East Calder, west Lothian, EH53 0EP; Tel 01506 880260 Fax 08708 555 608  

           e-mail qs@mcleman.net

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 seven 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-one 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 to let you know what actions have been or will be taken.

5.      If you are dissatisfied with an aspect of our handling of your complaint, you should contact an independent person named below to whom we are prepared to refer unresolved complaints:

     Mr. Andrew McFarlane, Dip BS, FRICS, FB Eng -  a partner in

      DM Hall ,Chartered Surveyors, 12 Grampian Court, Livingston, West Lothian,               
      EH54 6QF12   Tel. 01506 490190  e-mail  Andrew.Mcfarlane@dmhall.co.uk

He 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 complaints, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.

7.      If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators, 24 Angel Gate, City Road, London ECIV 2RS from whom details of the Scheme may be obtained.