If you have a complaint, then set out below is the procedure which we will follow in dealing with that complaint. A person has been appointed in this office to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:
Mr James Baker
Viney Limited t/a James A Baker
Seven Stars House
4 & 5 Avon Buildings
Lower Bristol Road
Bath BA2 1ES
Tel: 01225 789343
Fax: 01225 789572
Where your complaint is initially made orally, you will be required to send a written summary of your complaint to the person dealing with it.
Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
Within twenty one days of receipt of your written summary, the person dealing with your complaint will write to you, 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.
If the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to the Surveyors Ombudsman Service (SOS). This service is free to consumers and can consider any consumer complaints including estate agency related complaints. The contact details for the SOS are:
Ombudsman Services Property
PO Box 1021
Warrington WA4 9FE
Tel: 0845 050 8181
Tel: 01925 530 270
Fax: 0845 051 1213
Fax: 01925 530 271
Please note that the above redress mechanism is for consumer complaints only. For business to business disputes we would ask you to contact the RICS Dispute Resolution Service (DRS):
RICS Dispute Resolution Service