Complaints Handling Procedure

Complaints Handling Procedure (CHP)

Stage One

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages.  Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Kieran Smyth Esq

Managing Director

Charterhouse Property Management Ltd

422 Lisburn Road

Belfast

BT9 6GN

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days.  If we are not able to give you a full response, we will update you within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint then you can take your complaint to an independent redress provider, as approved by RICS Regulatory Board.  We have chosen to use the following redress providers:

RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA

Call: +44 (0) 20 7334 3806

RICS Dispute Resolution Service will provide an appropriate form depending on the nature of the dispute or will provide details of how to access the form online.