Working

waiting
Updating content, please wait...

Email this page to a friend

Email a link to this page to a friend * Mandatory fields

Your Name *

 

Friend's Name *

 

Friend's Email Address *

   

Your Message

Enter the code shown
Captcha verification image

Send an Email enquiry (* Mandatory fields)

Your Name *

 

Your Telephone Number

Your Email Address *

   

Your Message

Your House Name / Number, Street *

 

City *

 

County

Post Code *

 
Please enter the code shown
Captcha verification image

Complaints Procedure

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

We have appointed the Managing Partner, Mr A J G Cochran, or the Senior Partner, Mr J.R. Woolley to deal with your complaint.    He will acknowledge receipt of your complaint within 7 working days.   Please address your complaint as follows:-

Mr J.R. Woolley  F.R. I.C.S

or

Mr A. J. G. Cochran M.R.I.C.S.

Woolley & Wallis                    

51-61 Castle Street

Salisbury

Wiltshire  SP1 3SU                     

 

Woolley & Wallis                    

51-61 Castle Street

Salisbury

Wiltshire  SP1 3SU                       

 

Tel: 01722 424515

Email:  j.woolley@w-w.co.uk

 

 

Tel: 01722 424518

Email:  a.cochran@w-w.co.uk

 

If you have initially made your complaint verbally – whether face-to-face or over the telephone – please also make it in writing, addressed to Mr J.R. Woolley or Mr A J C Cochran above.  This is to ensure that we fully understand exactly what your complaint is and have a written record of it. 

He will investigate the matter and will aim to resolve it as quickly as possible.  You will be provided with a full response, or if that is not possible, an update on what is happening with your complaint within 21 working days.

The first stage of our complaints handling procedure will involve full consideration of your complaint by Mr J.R. Woolley or Mr A J G Cochran on behalf of the firm.  We will try to resolve the complaint to your satisfaction.  If you are happy with the outcome of Mr Woolley’s or Mr Cochran’s investigation into your complaint, the matter will conclude.

However, if we cannot agree on how to resolve the complaint or you do not wish to rely on this method, then you have the opportunity to take your complaint to the further stage of the firm’s complaints handling procedure. This is known as the ‘Alternative Dispute Resolution’ (ADR). Please be aware that some of these bodies do charge for their work and you should clarify this at the outset.

Alternative Dispute Resolution (ADR) options:-

a)    For private individual clients or any private individual (referred to by the RICS as ‘consumer clients’) reference is to the:-

Ombudsman Services: Property (OS:P)

PO Box 1021

Warrington   WA4 9FE

Tel:  0330 440 1634 or 01925 530 270

E:  enquiries@os-property.org

W:  www.surveyors-ombudsman.org.uk

b)    For corporate clients also known as ‘business to business clients’, redress can be through the RICS Dispute Resolution Scheme or the Surveyors Arbitration Scheme.

RICS Dispute Resolution Service (DRS)

Surveyor Court

Westwood Way

Coventry

CV4 8JE

Tel: 020 7334 3809

Fax: 020 7334 3802

E: drs@rics.org

W: www.rics.org/drs 

The Surveyors Arbitration Scheme is now two services.

The Arbitration for Surveying Disputes

IDRS Ltd

70 Fleet Street

London

EC4Y 1EU

The Neutral Evaluation Procedure for Surveying Disputes

IDRS Ltd

70 Fleet Street

London

EC4Y 1EU

 

Tel: 020 7520 3800

Fax: 0845 1308 117

Tel: 020 7520 3800

Fax: 0845 1308 117

 

E: info@idrs.ltd.uk

E: info@idrs.ltd.uk

W: www.idrs.ltd.uk

W: www.idrs.ltd.uk

 

The ‘Arbitration procedure’ is more appropriate for matters of technical detail. In most cases we would propose you select the Neutral Evaluation Procedure, but it is your choice.

c)    For complaints specifically related to estate agency, residential property sales and residential lettings we are affiliated to the Ombudsman Service and you may refer your complaint to:-

The Property Ombudsman

Milford House

43-55 Milford Street

Salisbury

Wiltshire  SP1 2BP

Tel: 01722 – 333306

If you are uncertain which procedure is appropriate for you, please ask any Partner, or any one of the above, who will be able to guide you in this respect.