5th June 2023 V3
Complaints Handling Procedure
As a regulated RICS firm, we have a Complaints Handling Procedure (CHP) which meets the regulatory requirements. Our CHP has two stages which are detailed below. If your complaint is not resolved as detailed by stage one, there is mechanism in place for your complaint to be heard by an independent redress provider, approved by the RICS. This document represents the procedure to be followed when a complaint is made to Space Real Estate Solutions Limited.
The appointed person within Space Real Estate Solutions Limited who deals with complaints is Nick Gravells. Please send your written compliant to:
Nick Gravells MRICS
Space Real Estate Solutions Limited 20-22 Bridge End, Leeds LS1 4DJ T: 07355 219 798
E: nick@spaceres.co.uk
The following procedure will be followed:
Stage 1: Internal complaints procedure
If a verbal complaint is made, the complainant will be requested to make its complaint in writing.
On receipt of a written complaint, the complaint will be acknowledged within 7 days.
The complaint will be given full consideration by the appointed person.
Every effort will be made to respond fully to the complaint within 28 days. If the complaint cannot be
responded to fully, an update will be given.
If the complaint cannot be resolved, the complainant will be advised in writing that the internal
complaints procedure (Stage 1) has been exhausted. Details of the independent redress mechanism (Stage 2) will be included.
Stage 2: Independent redress mechanism
Where stage 1 has been exhausted and the complaint has not been resolved, provision has been made for the complainant to take its case to an independent redress mechanism should they wish to. The independent redress mechanism used by Space Real Estate Solutions Limited is:
For Consumer Clients in relation to Surveying and Professional Services. Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
T: 0207 520 3800 E: applications@cedr.co.uk W: www.cedr.com
