Policies
Complaints handling procedure
Novum Consultancy Ltd is regulated by the Royal Institution of Chartered Surveyors (RICS). We are committed to providing a high-quality professional service. If you are dissatisfied with any aspect of the service you have received, we want to know so that we can try to resolve the matter as quickly as possible.
This Complaints Handling Procedure (CHP) explains how we deal with complaints and is aligned with RICS requirements for regulated firms. It is available on this website and on request.
How to make a complaint
Please put your complaint in writing (email or letter) and send it to:
Ian StobieDirector / Responsible Principal
Novum Consultancy Ltd
info@novum-consultancy.com
Please mark the subject or envelope clearly as a complaint. Include your name and contact details, the property or matter the complaint relates to, a clear description of the issue, and what you would like us to do.
Stage 1: Our investigation
When we receive your written complaint we will:
- Acknowledge your complaint in writing within 7 working days.
- Investigate the complaint thoroughly and provide a full written response within 28 working days of receiving it.
- If we need more time, write to you, explain why, and keep you updated.
Wherever reasonably possible, your complaint will be considered by a senior person who was not directly involved in the matter under complaint.
Stage 2: Independent redress
If you are not satisfied with our final response (or if we have not resolved the matter within eight weeks), you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider approved by RICS.
We use the following RICS-approved ADR provider:
Centre for Effective Dispute Resolution (CEDR)70 Fleet Street
London
EC4Y 1EU
Tel: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com
Contact details for CEDR will also be confirmed in our final response letter. Referring a complaint to the ADR provider does not affect your legal rights.
Our commitment
We keep a confidential log of all complaints received. We aim to learn from every complaint and continuously improve our service.