Complaints Handling Procedure
Managing Complaints with Confidence
Gold Standard Design & Surveying Ltd. Complaints Handling Procedure
Bringing concerns to our attention
We actively encourage clients who may be unhappy with the service they have received to bring the matter to our attention as soon as possible, as agreed in our terms of engagement for the service we have provided. This procedure explains how we manage complaints and provides you with contact information should you need to discuss your concerns at any stage.
Tell us about it
If you are dissatisfied with any aspect of our service, please provide us with as much information as possible, including your contact details, email address, photographs, quotes, any professional reports you have obtained, or other evidence you have, and feel is relevant. It is helpful for us to understand the issue and your expectations. This will help us review your concerns more quickly. The appointed person to deal with complaints is:
Mr. Seán McGoldrick
Gold Standard Design & Surveying Ltd
113 Drumlester Road,
Sixmilecross,
Co. Tyrone,
BT79 9NT
Tel: 07926 749 757
Email: sean@gsdsurveying.com
Web: www.gsdsurveying.com
How long will it take to investigate and respond to your complaint?
We recognise that complaints and concerns are individual. Therefore, when we write to you within 7 days to acknowledge your complaint, we will also provide a summary of our actions and let you know when we will respond or update you. We will also provide you with the name of the person handling your complaint and a reference number if you need to contact us further.
To ensure we have all the information we need, we may ask you to provide additional information supporting your complaint, such as photographs, reports or quotes for works if these have not already been supplied. If you have verbally provided your complaint to us, we will write to you to confirm and clarify our understanding to avoid any confusion.
We will write to you within four weeks to inform you of the outcome of our investigations and details of any proposed action to resolve your complaint or provide an update.
What will we do to resolve your complaint?
Investigation
Once we understand your concerns, we will make enquiries to verify information, audit our records and the advice we have provided you and liaise with other parties as necessary.
Inspection Assessment
In some cases where a defect is reported, we may arrange for an experienced senior RICS-qualified surveyor to call your property to prepare an assessment, which will be for our internal use only. We will advise you if this is necessary within 10 days of receiving your complaint. If considered appropriate, we may instruct independent loss adjusters at any stage. They will undertake a review to assist us in reaching a resolution at our own cost.
What happens if we cannot reach an agreement?
Stage 1
We aim to provide a thorough response the first time; however, if you are not happy with the outcome of our investigations or progress, you can escalate your concerns. A final response will be provided by, or in consultation with, a senior RICS-qualified surveyor with experience in property inspection. A separate review of the original complaint will be conducted, any additional information will be considered, and your concerns will be reviewed.
Stage 2
We aim to provide a thorough response the first time. However, if after we have issued our final response, you remain unhappy with the outcome, you may escalate your concerns to an alternative dispute resolution provider as outlined below.
CEDR Services Ltd
CEDR Services Ltd
Website – cedr.com/consumer/rics
Email: surveyors@cedr.com
Post : 100 St Pauls Churchyard, London, EC4M 8BU
Our final response must be issued to you before you can refer your concerns to CEDR if it is within eight weeks of you contacting us with your complaint.