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Email Signature Disclaimer
This communication contains information which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s). If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender. All liability for viruses is excluded to the fullest extent permitted by law.
This communication is from Matthews & Goodman LLP (Registered Number OC312368) whose principal office is at 33 Robert Adam Street, London, W1U 3HR, United Kingdom. A list of the Members' names is available at this address. Anyone referred to as a ‘Partner’ of the firm will either be a member or employee.
Property Particulars Disclaimer
Matthews & Goodman as agent and for the Vendors/Lessors of this property give notice that 1) These particulars have been checked and are understood to be materially correct at the date of publication. The content however, is given without responsibility and should not, in any circumstances, be relied upon as representations of fact. Intending purchasers/lessees should satisfy themselves as to their correctness and as to the availability to the property, prior to arranging viewings of the property. 2) These particulars are a guide only and do not form part of an offer or contract. 3) Matthews & Goodman, their employees, nor the Vendors/Lessors make or give any representation or warranty in relation to the property. 4) No representation or warranty is given in respect of any part, equipment or services at the property. 5) Unless otherwise stated, prices, rents or other prices quoted are exclusive of VAT. Intending purchaser/lessees must satisfy themselves independently as to the incidence of VAT in respect of any transaction relating to this property. 6) In accordance with Anti Money Laundering Regulations, identification and confirmation of source funding may be required from the acquiring party. 7) All floor areas have been measured and calculated in accordance with the RICS property measurement (incorporating IPMS) 1st Edition, May 2015, Office space has been measured to IPMS 3 - Office, unless otherwise stated. 8) Date of Publication: March 2018.
Complaints Handling Procedure
The objective of this complaints handling procedure is to ensure that maximum opportunity is given for satisfactory resolution of any complaints that may arise from clients of the firm or from anybody to whom the firm owes an established duty of care. This procedure accords with the requirements of regulation 2.7 of the Royal Institution of Chartered Surveyors.
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 Brian Rees at 21 Ironmonger Lane London, EC2V 8EY - Tel: 020 7367 5538 – email@example.com
NB. For any complaint involving work undertaken by, or supervised by Mr Rees, the complaint will be handled by another Member of the firm.
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: firstname.lastname@example.org
RICS Dispute Resolution Service: Surveyor Court, Westwood Way, Coventry CV4 8JE. Tel: 020 7334 3806. Fax: 020 7334 3802. Email: email@example.com
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.