COMPLAINTS PROCEDURE

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Thorne Commercial Surveyors Limited Complaints Procedure

Effective Date: 04 November 2024

Where a complaint arises, complainants are advised of the Company’s Complaint Handling Procedure. We have appointed a Director of the Company, Stephanie Baldwin-Thorne MRICS, to handle complaints.  If you have a question or if you would like to make a complaint, please do not hesitate to contact Stephanie on 01451 600358 (office@tcsurveyors.com). Correspondence should be sent c/o Stephanie Baldwin-Thorne MSc MRICS, Thorne Commercial Surveyors, The Triangle, Donnington, Moreton-in-Marsh GL56 0XX.

Complaint Handling Procedure (CHP): The Complaint Handling Procedure has two stages; Internal investigation and External Independent Redress. The Company’s Complaint Handling Procedure has been developed to comply with RICS requirements. 

Stage 1: We would request that you make your complaint in writing addressed to the above.  This is so that we fully understand exactly what your complaint is and we have a written record of it.  Our complaints handling procedure will involve full consideration of your complaint by Stephanie Baldwin-Thorne on behalf of the company. We will try and resolve your complaint to your satisfaction.  If you are happy with the outcome of Stephanie Baldwin-Thorne’s investigation into your complaint, the matter will conclude. We will consider your complaint as quickly as possible, and will provide you with a full response, or if that is not possible, an update on what is happening to your complaint within 28 days. 

Stage 2: If we cannot agree on how to resolve your complaint, then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure, which is to follow our independent redress mechanism. The bodies we use are as follows: 

For Business Clients: RICS Dispute Resolution Service, 55 Colmore Row, Birmingham B3 2AA 

Tel: 020 7334 3806 Email: drs@rics.org Web: www.rics.org/drs. 

For Consumer Clients: The Property Ombudsman, Milford House, 43-45 Milford Street, Salisbury SP1 2BP Tel: 01722 333306 Email: admin@tpos.co.uk Web: www.tpos.co.uk