Complaints Handling Procedure (CHP)

Hogbens Chartered Surveyors
Regulated by the Royal Institution of Chartered Surveyors (RICS)

1. Purpose

This Complaints Handling Procedure (CHP) is designed in accordance with the requirements of the RICS Rules of Conduct. It sets out how we handle complaints from our clients and others, ensuring they are dealt with promptly, fairly, and transparently. We take all complaints seriously and use them as an opportunity to improve our service.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction made by a client or third party in relation to the service provided by Hogbens Chartered Surveyors, where a response or resolution is explicitly or implicitly expected.

3. How to Complain

If you wish to make a complaint, please contact:

Hogbens Chartered Surveyors
Brook Mill, Parker Street, Macclesfield, SK11 7BQ
Email: office@hogbens.co.uk
Telephone: 0161 477 7770

Please provide your full name and contact details, the property address (if applicable), a clear description of your complaint, copies of relevant correspondence or documentation, and the outcome you are seeking.

4. Our Internal Complaints Procedure

Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within 7 calendar days and confirm who is handling it.

Stage 2 – Investigation
We will review your complaint fully and impartially. A formal written response will be issued within 28 calendar days of acknowledgment. If we cannot respond within 28 days, we will explain why and provide a revised timescale.

Stage 3 – Final Review
If you remain dissatisfied, you may request a final review by the Principal Surveyor, James Hogben, who will issue a final response within 14 days. This concludes our internal procedure.

5. Independent Redress (for Consumers)

If you are a consumer client (an individual acting outside business purposes) and remain dissatisfied after completing our internal process, you may refer your complaint to our independent redress provider:

Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
Tel: 020 7536 6000
Website: www.cedr.com

CEDR provides an independent Alternative Dispute Resolution (ADR) service, free of charge to consumers. You must refer your complaint within 12 months of receiving our final response.

6. Business Clients (B2B)

If you are a business client, our internal procedure remains the same; however, independent redress via CEDR is not mandatory. We are willing to consider mediation or arbitration via RICS Dispute Resolution Service or CEDR upon mutual agreement.

7. Record Keeping

All complaints and correspondence are logged and retained for at least 6 years, in accordance with RICS requirements.

8. RICS Regulation

Hogbens Chartered Surveyors is Regulated by RICS.
If you believe we have breached RICS professional standards, you may raise this with RICS directly:

RICS Regulation Team
55 Colmore Row, Birmingham, B3 2AA
Website: www.rics.org/regulation

This procedure complies with RICS Rules of Conduct and the Consumer Rights Act 2015.