RICS Complaints Handling Procedure

4M Properties Group Ltd – Complaints Procedure

4M Properties Group Limited hereinafter known as the Firm, has adopted the following procedure for dealing with client complaints:

1.         We have appointed Philip Morris FRICS FAAV MCIArb, Director of the Firm to deal with complaints. If you have a question or if you would like to make a complaint, please contact him;

2.         If your complaint relates to a mediation case please notify Philip Morris in the first instance. He will nominate an independent third party to assess the complaint.

3.         If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Philip Morris at 47 Dugard Place, Barford, Warwick, CV35 8DX or by email to info@4mpropertiesgroup.com;

4.         Once we have received your written complaint, Philip Morris will contact you in writing within five days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this;

5.         Within twenty one days of receipt of your written summary, Philip Morris will write to you, to inform you of the outcome of his internal investigation into your complaint and to let you know what actions we have taken or will take;

6.         If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation you can refer your complaint to the RICS Dispute Resolution Service. This is run by the Royal Institution of Chartered Surveyors, 55 Colmore Row, Birmingham B3 2AA, (tel 020 7520 3800) from whom you can obtain details of the scheme;

7.         If your complaint relates to a mediation case and you are not happy with our response you may also appeal to the Civil Mediation Council (CMC) on certain grounds. Details of how to do this and the CMC’s appeal processes can be found here: https://civilmediation.org/for-thepublic/complaints/

Version 4.0, 11/03/2022

Produced by: Philip Morris MRAC FRICS FAAV MCIArb

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