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Complaints procedure

If you are unhappy with any part of the service, please tell me so that I can try to put it right.

Procedure

  1. Make your complaint

    Write to Adrian Briciu at enquiries@stoneharrow.co.uk, giving details of the instruction and what you are unhappy about.

  2. Acknowledgement

    Your complaint will be acknowledged in writing within 7 days of receipt.

  3. Investigation

    I will investigate the complaint. If I cannot give you a full response within 28 days, I will write to update you on progress.

  4. Final response

    You will receive a full written response within 8 weeks of the complaint being received.

  5. Independent redress

    If you are not satisfied with the final response, or 8 weeks have passed since you complained, you can refer the complaint to an independent redress provider approved by RICS. Consumer clients can refer it to the Centre for Effective Dispute Resolution (CEDR), 100 St Paul's Churchyard, London EC4M 8BU, cedr.com/consumer/rics. The service is free to consumers. For business clients, the applicable RICS-approved scheme is named in the final response.

Records

A record of all complaints is kept, as required by RICS. Making a complaint does not affect your legal rights.