Complaints Handling Procedure

Please find set out below, the Complaints Handling Procedure (CHP) for Clerks of Works (Yorkshire) Ltd which will be followed in dealing with any complaint.

We are committed to providing a professional service to our clients, but when something goes wrong, we need you to tell us about it. This will help us to improve our service to all our clients.

The appointed person to deal with complaints within Clerk of Works Yorks Ltd is Bob Blakey, Director; he can be contacted as follows:
Bob Blakey
Clerks of Works (Yorks) Ltd
The Old Stables,
9 Orchard Terrace,
Boroughbridge
North Yorkshire
YO51 9AF
Telephone: 01423 325459

If you have a question, or if you would like to make a complaint, please do not hesitate to contact him.

1) If your initial complaint was made verbally (whether face-to-face or on the telephone), please also make it in writing, addressed to Bob Blakey at the address above.

2) Once we have received your written complaint, we will acknowledge it within five working days of receiving it, enclosing a copy of this procedure.

3) Bob Blakey will then investigate your complaint and will write to you again within 15 working days of sending the acknowledgement letter to inform you of the outcome of his internal investigation and to let you know what actions have been taken or will be taken. If, for any reason, Bob Blakey is away from the office at this time, your complaint will be investigated by Co-Director David Nunns, who can also be contacted at the above address and telephone number.

4) If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by another director.

5) We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

6) If you are still unhappy with the result of any of the above, provision has been made for you to take the case to an independent redress organisation. The independent redress organisations are as follows:

The Centre for Effective Dispute Resolution (CEDR) is an approved provider of alternative dispute resolution services to RICS-regulated firms. They can be contacted via their website at www.cedr.com or by post at the following address:

Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

Telephone: 0207 536 6000