Complaints handling procedureIf something has gone wrong.
As a firm regulated by RICS we operate a formal complaints handling procedure. We would always rather hear about a problem than not, and most concerns can be resolved quickly by talking to the surveyor who carried out the work.
Tell us.
Please put your complaint in writing to our complaints handler, Chris Baker MRICS, at info@clystcore.com or by post to Brook House, Winslade Park Ave, Manor Drive, Clyst St Mary, Exeter, EX5 1GD. Include the property address, the service provided and what you would like us to do to put things right.
We will acknowledge your complaint within 7 days and send you a copy of this procedure. We will then aim to give you a full written response within 28 days. If we need longer, for example to inspect the property again, we will write to update you within 28 days and tell you when to expect our full response.
Independent redress.
If you are not satisfied with our final response, or eight weeks have passed since you first complained and the matter is not resolved, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR). CEDR runs the independent adjudication scheme approved by RICS for complaints about RICS-regulated firms.
Details of how to apply are on CEDR's website. We will also send them to you with our final response, or at any time on request.