COMPLAINTS PROCEDURES
RPE is committed to a corporate culture that includes strong business principles and professional ethics. These practices are inherent in our values, mission and strategy and guide all of our interactions with our clients and our employees. We are committed to the highest levels of client service.
We are regulated by the Royal Institution of Chartered Surveyors (RICS), and follow the rules, codes, and guidance in the RICS Rules of Conduct for Firms. We have a Complaints Resolution Procedure, as required by the RICS.
In the event you would like to make a formal complaint relating to any advice given or action undertaken by RPE, please review our Complaints Handling Procedure below.
Our senior management take these responsibilities seriously, both for themselves and the rest of the organization.
In order to help us resolve any work related matters and work towards continually improving our professional service. We have appointed Key Persons in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:
If your complaint is initially made verbally, we would be grateful if you could summarise the nature of your grievance in writing. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances which have led to your complaint. You will be invited to make any comments that you may have in relation to this. Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. If the complaint has still not been resolved to your satisfaction and you remain dissatisfied with any aspect of our handling of your complaints, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR – www.cedr.com) procedures or the dispute resolution process operated by the RICS (DRS- www.rics.org). CEDR and RICS can both provide these services across International Borders and in our business markets.