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Complaints Handling Procedure

William Naylor Limited Trading as Naylors Estate Agents

RICS REGULATIONS RULE 7 – COMPLAINTS HANDLING PROCEDURE

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

Mrs Elisabeth Naylor, a Director of the above business and based at 12 The Square, Market Harborough LE16 7PA 01858 450020 has been appointed to deal with complaints.

Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to Mrs Naylor who will deal with it.

Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you,

in order to inform you of the outcome of his/her investigation and to let you know what actions have been or will be taken.

If you are still unhappy with the result of any of the above, you may refer your complaint to:-

As a private individual  – Ombudsman Service: Property, PO Box 1021, Warrington WAA4 9FE tel: 0330 440 1634 www.ombudsman-services.org

or

As a commercial client  – Arbitration Procedure for Surveying Disputes, IDRS Limited,  70 Fleet Street, London EC4Y 1EU tel: 020 7520 3800  www.idrs.ltd.uk