Complaints Procedure – Gracia Consult Ltd

·         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 :-

Peter Gracia (Director)

Gracia Consult Ltd

No 2 Church Street

Merthyr Tydfil

CF47 0BA

Tel:            01685 723139

Fax:           01685 723793

E:               info@graciaconsult.com

·         Where your complaint is initially made orally, you will be requested 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 seven days to confirm receipt of your complaint .You will be invited to provide any further information you thing relevant.

·         Within twenty one days of receipt of your written summary, we 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 you are dissatisfied with any aspect of our handling of your complaint you can  contact the person named below who will undertake a review of your complaint and our response and advise both parties of their findings:

Mr Robert Hearne MRICS

16 Birchwood Close,

Bryncoch.

Neath.

SA10 7UP

Tel:           01639 645502

Mob:         07816 754606

E:              robhearne@ricsonline.org

·         The above named person will contact you within fourteen days of receipt of your complaint (after our initial consideration process has been undertaken) to inform you of the conclusion of this review.

·         If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations, and otherwise agree to enter into mediation with you in accordance with the Centre for Dispute Resolution (CEDR) Model Mediation Procedure or the mediation process operated by the Royal Institution of Chartered Surveyors.

·         If the complaint has still not been resolved to your satisfaction we will agree to the referral of your complaint to the Surveyors and Valuers Arbitration Scheme operated by the Chartered Institute of Arbitrators  Dispute Resolution  Services, International Arbitration Centre , 12 Bloomsbury Square , London , WC1A 2LP from whom details of the scheme may be obtained.