Complaints Handling Procedure
As a regulated RICS firm, we have a CHP in place that meets regulatory requirements.
Our CHP has two stages.
Stage one of the CHP allows our firm 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 in writing. We ask that you submit your complaint in writing to ensure we have a full understanding of the reasons for it. Please send your written complaint to:
Giles Langford
Lone Star Surveyors Ltd
Wayside
The Green
Frampton on Severn
GL2 7EY
Phone: 07786335308
Email: Giles@lonestarsurveyors.co.uk
We will consider your complaint as quickly as possible and acknowledge receipt within 7 days. If we are unable to provide a full response, we will update you within 28 days.
Stage Two
If we are unable to agree on how to resolve your complaint, you have the option to take it to an independent redress provider approved by the RICS Regulatory Board. We have chosen to use the following redress providers:
For Consumer or Business-to-Business Clients:
CEDR
100 St.Pauls’s Churchyard
London
EC4M 8BU
Phone: 0330 460 5295