TC Williams Chartered Surveyors

Every effort is made to ensure that the needs and requirements of clients are fully understood and appreciated at the time of receiving instructions. As part of this process, written confirmation of instructions, setting out terms of engagement, are dispatched immediately, before undertaking the work instructed. Every effort is made to ensure that the instructions received are complied with efficiently and effectively. However, should any client ever feel less than satisfied and wishes to make a complaint, this note sets out our binding commitment to the procedure which will be followed in dealing with that complaint.

1. T. C. Williams is the sole principal of this firm and thus it is not possible to appoint another person within this office to deal with complaints. However, you should not hesitate to contact him, personally, to appraise him of your complaint.

2. Where your complaint initially is made orally, you will be requested to send a written summary of your complaint.

3. Once the written summary of the complaint is received, you will be contacted, in writing, within a maximum of seven days to inform you of the understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

4. Within a maximum of twenty eight days of receipt of your written summary, you will be written to, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

5. An independent, experienced Chartered Surveyor has been appointed to investigate and consider complaints made against this firm. If you are dissatisfied with any aspect of' the handling of your complaint, you are invited to contact

J. V. Barkham, Esq., F.R.I.C.S.,
John Collins Associates,
127 Beulah Road,
Thornton Heath,
Surrey, CR0 8JJ,

(TEL: 020 8771 3721)

who will personally conduct a separate review of your complaint and contact you within a maximum of 28 days to inform you of the conclusion of this review.

6. If your complaint still has not been resolved to your satisfaction, it is agreed that the matter may be referred to the

Surveyors Ombudsman Service,
P O Box 1021,
Warrington, WA4 9FE,

(telephone: 0845 050 8181or 01925 530270)
(e-mail enquiries@surveyors-ombudsman.org.uk)
(Web site: www.surveyors-ombudsman.org.uk)

from whom details of the scheme may be obtained.