Complaints Handling Procedure.

Idris & Coen Building Surveyors Ltd is regulated by the Royal Institution of Chartered Surveyors (RICS). We are required — and personally committed — to handle any complaint promptly, courteously and in accordance with RICS Rules of Conduct.

If any part of our service has fallen short of what you reasonably expected, please tell us. Most concerns are best resolved by a short conversation with the surveyor who handled your instruction. Where that is not possible, or has not resolved matters, this formal procedure applies.

Please put your complaint in writing to:

Please include:

• Your name, address and contact details
• The property address and instruction reference (if known)
• A clear description of your concern and the outcome you are seeking
• Copies of any correspondence relevant to the complaint

We will acknowledge your complaint in writing within 7 calendar days of receipt. A full written response, following investigation by a Director or nominated senior surveyor not previously involved in your instruction, will be issued within 28 calendar days.

If you remain dissatisfied following our Stage 1 response — or if 8 weeks have passed since your complaint was first made without resolution — you may refer the matter to one of the RICS-approved independent redress schemes.

You must normally refer a complaint to CEDR within 12 months of our final Stage 1 response.

Concerns about our professional conduct — rather than the outcome of a particular instruction — may be raised directly with RICS Regulation: