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Quigg Golden take client complaints seriously and will deal with
any using the following procedure:
- We have appointed James Golden to deal with complaints. If you
have a question or if you would like to make a complaint, please
do not hesitate to contact him. His e-mail address is james@QuiggGolden.com.
- If you have initially made your complaint verbally - whether
face-to-face or on the phone - please also make it in writing,
addressed to James Golden.
- Once we have received your written complaint, James Golden will
contact you in writing within seven days. At this stage we will
give you our understanding of your case. We will also invite you
to make any further comments that you may have in relation to
this.
- Within twenty-one days of receipt of your written complaint,
James Golden will write to you, to inform you of the outcome of
his internal investigation into your complaint and to let you
know what actions we have taken or will take.
- If you are dissatisfied with any aspect of our handling of your
complaint or the outcome of our internal investigation, you may
have the matter reviewed. To instigate a review please contact
any other director of Quigg Golden Limited, who will personally
conduct a separate review of your complaint and contact you within
fourteen days to inform you of the conclusion of this review.
- If you remain dissatisfied with any aspect of our internal handling
of your complaint and/or review, then we will consider going to
mediation according to either the Centre for Effective Resolution
(CEDR) or the mediation process run by the Royal Institution of
Chartered Surveyors.
- If you are still unhappy with the result of any of the above,
you can refer your complaint to the Surveyors Arbitration Scheme
if it falls within the scope of the Scheme. This Scheme is operated
by the Chartered Institute of Arbitrators, Dispute Resolution
Services, 12 Bloomsbury Square, London, WC1A 2LP from whom you
can obtain details.
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