complaints handling procedure (CHP)

The Royal Institution of Chartered Surveyors (RICS) introduced a mandatory complaints handling procedure (CHP) for members in 1998. The basic principle of the CHP are that members’ firms have to appoint a person to carry out an investigation into complaints in the first instance. If complainants are unhappy with the outcome of the internal investigation, then they have the right to a separate review by a third party and/or they could go to mediation if both parties agree with that. If, after this, complainants are still unhappy, they can refer the dispute to the Surveyors Arbitration Scheme (then: Surveyors and Valuers Arbitration Scheme).

CONSULTATION DOCUMENT – SURVEYOR OMBUDSMAN SCHEME

The complaints handling procedure (CHP) at Ramsay McMichael Consulting works in the following manner:

APPOINTED INVESTIGATIVE PERSON – GAVIN RAMSAY, DIRECTOR

All correspondence relating to client grievances with the company’s service will be passed to Gavin Ramsay immediately.
All telephone calls relating to client grievances should be passed to Gavin Ramsay if possible. If he is unable to take that call, then the person receiving the call should complete a client complaint form and pass that to him.
On receiving a complaint, Gavin Ramsay will complete a client complaint form or use the form that has been assigned to the complaint.
He will investigate the complaint personally and either speak to the complainant personally or delegate to an appropriate member of staff.
If the complainant is unhappy with the outcome of the internal investigation, Gavin Ramsay will advise them that they have the right to a separate review by a third party and/or they can go to mediation if both parties agree.
If the complainant is still unhappy, Gavin Ramsay will advise them that they can refer the dispute to the Surveyors Arbitration Scheme.
On resolution of the matter, the complaint form will be kept in the client complaint file in Gavin Ramsay’s room for future reference.