Complaints Handling Procedure
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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, approved by RICS.
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:
Mandy Spenceley BSc FRICS
Director
Ostara Chartered Surveyors
9 Rowan Court
Leyburn
North Yorkshire
DL8 5SL
Mandy.spenceley@ostaravaluationservices.co.uk
We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 3 days. If we are not able to give you a full response, we will update you within 28 days.
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 RICS Regulatory Board. We have chosen to use the following redress providers:
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For Consumer Clients:
Centre for Effective Dispute Resolution
100 St. Paul’s Churchyard,
London
EC4M 8BU
t 020 7536 6000
For Business-to-Business clients:
Ombudsman Services Business to Business
Wilderspool Park,
Warrington
WA4 6HL
www.ombudsman-services-b2b.org
Ostara Chartered Surveyors, which is a division of Ostara Insights Ltd, is regulated by RICS for the provision of the following surveying services Valuation – Residential. This means we agree to uphold the RICS Rules of Conduct for Firms and all other applicable mandatory professional practice requirements of RICS, which can be found at www.rics.org. As an RICS regulated firm we have committed to cooperating with RICS in ensuring compliance with its standards. The firm’s nominated RICS Responsible Principal is Mandy Spenceley, Director, mandy@ostarainsights.com.
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Ostara Chartered Surveyors RICS Firm Registration Number 893211.
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Ostara Chartered Surveyors is a division of Ostara Insights Ltd which is not regulated by RICS,
Registered in England No: 15642932. Registered office 9 Rowan Court, Leyburn, DL8 5SL
Mandy Spenceley BSc FRICS is a Chartered Surveyor and an RICS Registered Valuer, Registered Valuer Number RICS membership number 0097683
