John Shaw FRICS

Complaints Handling Procedure (CHP)

As a regulated RICS firm, I have in place a CHP, which meets the regulatory requirements. My CHP has two stages.

Stage one of the CHP gives my firm the opportunity to review and consider your complaint in full. My firm will try to resolve your complaint to your satisfaction. If you are not happy with my 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.

Stage One

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

Mr John Shaw FRICS

5 Hawksworth Street,

Ilkley

West Yorkshire

LS29 9DU.

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

Stage Two

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

For: Professional Valuation Work:

The Property Ombudsman Ltd

Milford House,

43-55 Milford Street,

Salisbury,

Wiltshire

SP1 2BP

Tel: 01722 333306

https://www.tpos.co.uk/

For: Residential Agency Sales:

Property Redress Scheme

Premiere House

1st Floor Elstree Way

Borehamwood

Hertfordshire

WD6 1JH

Tel: 0333 3219418

www.theprs.co.uk

JS.04.04.20