1. Introduction At Survey North, we are committed to providing a high standard of service. However, we recognise that there may be occasions when our clients wish to raise concerns. This Complaints Handling Procedure (CHP) outlines how we will handle complaints in line with the requirements set by the Royal Institution of Chartered Surveyors (RICS).

2. How to Make a Complaint If you have a complaint, please submit it in writing to:

Survey North
34 Hipsburn Drive, Sunderland, SR31UA
Email: info@surveynorth.co.uk
Telephone: 07523837553

Please provide the following details:

• Your name and contact details
• A clear description of the complaint
• Any relevant supporting documents
• How you would like the matter to be resolved

3. Acknowledgment and Initial Review

• We will acknowledge receipt of your complaint within seven working days.
• We will conduct an initial review to determine the nature of the complaint and whether it can be resolved immediately.

4. Investigation Process

• A senior member of our team will investigate your complaint.
• We aim to provide a full response within 28 days. If more time is required, we will update you accordingly.
• If the complaint is upheld, we will explain the corrective action we will take.

5. Escalation Process If you are not satisfied with our response, you may escalate your complaint to an independent redress scheme in accordance with RICS requirements. Survey North is a member of the Centre for Effective Dispute Resolution (CEDR), and you can contact them at:

Centre for Effective Dispute Resolution
Address: 100 St Pauls Churchyard, London, EC4M8BU
Email: surveyors@cedr.com

They will provide an independent review of your complaint.

6. Record Keeping and Compliance

• We will maintain records of all complaints for at least six years.
• We will review complaints periodically to improve our service.
• This Complaints Handling Procedure is publicly available on our website.

7. Confidentiality All complaints will be handled confidentially and in accordance with RICS Rules of Conduct and Data Protection Laws.

8. Contact Information For any questions regarding this procedure, please contact us at david.hoath@surveynorth.co.uk

This policy is reviewed annually to ensure compliance with RICS regulations.