Complaints Procedure

In the event of any complaint arising we normally expect in the first instance for such complaint to come to the fee earner/Line Manager involved. Upon receipt of any such complaint, whether verbal or in writing, the complainant will be sent a copy of this Complaints Handling Procedure.

The complaint will initially be dealt with by Jeremy Dowding at 21 Ironmonger Lane London, EC2V 8EY  T: 020 7747 3146  E: jdowding@matthews-goodman.co.uk

NB. For any complaint involving work undertaken by, or supervised by Jeremy Dowding, the complaint will be handled by Richard Beaumont at 21 Ironmonger Lane London, EC2V 8EY  T: 020 7747 3183  E: rbeaumont@matthews-goodman.co.uk 

If a complaint is lodged orally, then the Member handling the complaint (as above) will ask that it be confirmed in writing with an explanation as to the circumstances surrounding the complaint.

We will acknowledge receipt of the complaint in writing within 7 days of receipt of the written summary of complaint.

The written summary of complaint will be shown to the Line Manager involved with a request for written comments concerning the complaint. Such written comments from the Line Manager will be shown to the complainant and this process will be undertaken with two weeks of receipt of the written complaint.

The complainant will be asked if there are any other comments that he/she wishes to make to the person dealing with the complaint.

The Member dealing with the complaint will, as soon as reasonably possible, but in any event within 28 days of receiving the complaint, thoroughly investigate the circumstances of the complaint including any comments made by the complainant and Head of Service Line, and will write to the complainant in order to inform on the outcome of the investigation that has been made and to let the complainant know what action has been taken or will be taken. If the complainant is happy with the outcome of the investigation, the matter will conclude.

If the complainant is dissatisfied with the handling of the complaint or the outcome thereof, the firm will agree to enter into a mediation process though CEDR Solve, or alternatively through the RICS Dispute Resolution Service.   Contact details are as follows:

CEDR Solve: The International Dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU. Tel: 020 7536 6060. Fax: 020 7536 6061. Email: info@cedr-solve.com

RICS Dispute Resolution Service: Surveyor Court, Westwood Way, Coventry CV4 8JE. Tel: 020 7334 3806. Fax: 020 7334 3802. Email: drs@rics.org

If the complainant is a consumer (i.e. not a seeking redress on behalf of a commercial organisation), a free dispute resolution service can be sought from The Property Ombudsman (TPO) – www.tpos.co.uk  Enquiries:  01722 333 306,  Address: Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP.

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