Complaints Handling Procedure

Agreed February 2018. Reviewed April 2022.

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.

Our CHP has two stages.

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

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.

Please send your written complaint to:

Mr Chris McVitty
D. J. Lawson and Partners LLP
4 Conduit Street, London W1S 2XE

020 7647 6930
mail@lawsonandpartners.com
www.lawsonandpartners.com

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

Should the named Complaints Handling Officer be involved in the complaint, the acting Complaints Handling Officer will be Mr John Brown, who should be contacted at the address as above.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to the following independent redress providers:

Consumer Complaints

The Property Ombudsman Limited

Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Tel: 01722 333 306

Business to Business Complaints

RICS Dispute Resolution Service

Surveyor Court, Westwood Way, Coventry, CV4 8JE

Tel: 020 7334 3806