Complaints Handling ProcedureWe do our best to avoid errors, but if you have a complaint about our service, then this note sets out the procedures that we will follow in dealing with your complaint. Mr. Wilson Dunsin, FRICS deals with all complaints. If you have a question or if you would like to make a complaint, please do not hesitate to write to him at Dunsin Surveyors Ltd, 7 Lower Grosvenor Place, London, SW1W 0EN. Telephone: 020 7233 6762. Fax: 020 7233 6785. If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to him. Once we have received your written complaint, Mr. Wilson Dunsin, FRICS will contact you in writing within seven days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this. Investigations may involve a visit to your property by a representative of the Company. Where such a visit is considered appropriate, we will arrange with you a suitable time. Within fifteen working days of receipt of your complaint, we will provide a full response to the matter(s) you have raised, and to let you know what action has been or will be taken. DUNSIN SURVEYORS IS A MEMBER OF THE CENTRE FOR EFFECTIVE DISPUTE RESOLUTION (CEDR). The CEDR is an independent alternative dispute resolution provider with the authority to award redress. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you can refer your complaint to: Centre for Effective Dispute Resolution (CEDR) |
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