Hanover Green LLP Complaint Handling Procedure

1. Robert Senior, Partner, will deal with the complaint initially. Contact should be made through any of the following:

Email: rsenior@hanovergreen.co.uk
Address: 24 Old Burlington Street, London W1S 3AW
Phone: +44 (0) 20 3130 6407

2. If the initial complaint was verbal it should be followed up in writing to Hanover Green.

3. A written complaint will be responded to by Robert Senior in writing within fourteen days with his understanding of the complaint. The complainant will be invited to make further comments.

4. Within twenty eight days of receipt of the complainants written complaint or its further comments whichever is the later, Robert Senior will write to the complainant with the outcome of his investigation into the complaint and will inform the complainant what actions will be taken.

5. If the complaint is made by a Consumer and the complainant remains dissatisfied with any aspect of the internal handling of the complaint, then application may be made to the Surveyors Ombudsman Service detailed below:-

Surveyors Ombudsman Service
PO Box 1021
Warrington, WA4 9FE
Tel: 0845 050 8181
Fax: 0845 051 1213
Email: enquiries@surveyors-ombudsman.org.uk
Web: www.surveyors-ombudsman.org.uk

6. If the complainant is a Business and is dissatisfied with any aspect of the handling of the complaint then the complainant can refer the complaint to the Surveyors Arbitration Scheme if it falls within the scope of the Scheme. Details of the scheme operated by the Chartered Institute of Arbitrators may be obtained from:-

Surveyors Arbitration Scheme
IDRS Limited
24 Angel Gate
City Road
London, EC1V 2PT
Tel: 020 7520 3800
Fax: 020 7520 3828
Email: info@idrs.ltd.uk
Web: www.idrs.ltd.uk

7. If the complainant remains unhappy about the way in which the complaint is being handled the complainant should contact the RICS Professional Conduct team:

RICS Professional Conduct
Surveyor Court
Westwood Way
Coventry, CV4 8JE
Tel: + 44 (0) 7334 3806
Web: www.conduct@rics.org