Complaints Handling Procedure
JMD Building Consultancy Ltd is regulated by RICS and aims to provide a high standard of service to every client. If you are not satisfied with any part of our service, please tell us so that we can look into it and put things right.
As an RICS regulated firm, we have a complaints handling procedure that meets RICS requirements. It has two stages. At stage one, we review and respond to your complaint ourselves. If you are not satisfied with our response, stage two allows you to refer your complaint to an independent redress provider approved by RICS.
Stage One: Complaining to Us
If you have already spoken to us about your concern, please also set out your complaint in writing so that we have a full understanding of the issues. Please include your name and contact details, the property address, the service we provided, what you are unhappy about, and what you would like us to do to put it right.
Please send your complaint to:
Vicki Wright-MacDonald, Director
JMD Building Consultancy Ltd
New Lodge, Lower Wood Street, Ryde, PO33 2DR
Email: joel@jmdbuildingconsultancy.co.uk
Phone: 01983 681505
What Happens Next
- We will acknowledge your complaint in writing within 7 days of receiving it, and confirm who is dealing with it.
- Your complaint will be investigated by a director who was not involved in the work you are complaining about. As a small practice, this will usually be Vicki Wright-MacDonald. Where a complaint relates to Vicki, it will be handled by Joel MacDonald.
- We will send you a full written response within 28 days of receiving your complaint. If we need more time, for example because we are waiting for information from you or from a third party, we will write to you within the 28 days to explain why and tell you when you can expect our response.
- Our response will set out our findings, the reasons for them, and any action we propose to take to resolve the matter.
Stage Two: Independent Redress
If you are not satisfied with our final response, or if your complaint has not been resolved within 8 weeks of us receiving it, you can refer it to our independent redress provider, approved by RICS:
CEDR Services Ltd
Website: cedr.com/consumer/rics
Email: surveyors@cedr.com
Post: 100 St Paul's Churchyard, London, EC4M 8BU
The service is free to consumers. You must have given us the opportunity to deal with your complaint first, and CEDR may apply time limits for referring a complaint, so please check their website for current eligibility rules.
Complaints Log
We keep a record of every complaint we receive, the action taken and the outcome, as required by RICS. We use this to review how we work and to reduce the chance of the same issue happening again.
This procedure does not affect your statutory rights.