We are a company that is regulated by the Royal Institution of Chartered Surveyors (RICS) and as such we are required to have in place a complaints handling procedure.
Rule 7 of the RICS’ Rules of Conduct for Firms requires all firms to operate a complaints handling procedure (CRP). The CHP must include a redress mechanism that is approved by RICS regulatory Board.
Our Complaints Procedure
Verity Frearson is committed to providing high quality advice and services. If you have a Complaint, you should contact Mr James Verity Director, who will deal with the matter in the first instance.
Where your complaint is initially made orally, you will be required to send a written summary of your complaint thereafter.
Once your written summary has been received, you will receive an initial written response within seven days, providing our understanding of the circumstances leading to your complaint. You will be invited to make any further comments that you have may have in relation to this.
Within 21 days of receiving your written summary, James Verity or a Fellow Director will write to you, informing you of the outcome into the investigations into your complaint and will let you know what actions have been taken or will be taken.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the The Property Ombudsman. This service is free to consumers and can consider any consumer complaints including estate agency-related complaints. The contact details for the The Property Ombudsman are:
The Property Ombudsman
