As a regulated RICS Firm, we have in place a Complaints Handling Procedure, which meets the regulatory requirements. Our Complaints Handling Procedure has two stages. Stage one of the Complaints Handling Procedure 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, approved by the RICS.
Stage One
If you have initially made your complaint verbally, whether face to face or on the phone, please also make it in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:
Mr Trevor J Wells,
Wells McFarlane Ltd
Eden House
8 St. John’s Business Park
Rugby Road
Lutterworth
LE17 4HB
Tel: 01455 559 030
Email: trevor@wellsmcfarlane.co.uk
Website: www.wellsmcfarlane.co.uk
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 working days.
Within 28 working days of receipt of your complaint, Trevor Wells, or in the event of his absence for whatever reason, another Director, will provide you with a response. If we are not able to provide you with a full response within 28 days, we will update you accordingly.
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. We have chosen to use the following redress providers:
For Consumer Clients:
The Property Ombudsman
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP.
Tel: 01722 333 306
Fax : 01722 332 296
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
For Business-to-Business clients:
Centre for Effective Dispute Resolution (“CEDR”)
The International Dispute Resolution Centre
70 Fleet Street
London
EC4Y 1EU
Tel: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com