Complaints Procedure


Trafford Surveyors
COMPLAINT HANDLING PROCEDURE

We set out below the procedure that Trafford Surveyors will follow in dealing with any complaint:

1. Paul Naylor BSc MRICS will deal with any complaints you may have. If you have a question or if you would like to make a complaint, please don’t hesitate to contact him via the following contact points:

2. If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Paul Naylor at the address provided above.


3. Once we have received your written complaint, Paul Naylor will contact you in writing within 21days (*).  At this stage he will       give you his understanding of your case.  He will also invite you to make any further comments that you may have in relation to this.


4.     Within 28 days (*)of receipt of your written summary and further comments, Paul Naylor will write to you, to inform you of the outcome of hisinvestigation into your complaint and to let you know what actions will be taken.


5.     If you remain unhappy with the way your complaint has been handled internally, then you can complain to the following professional bodies as appropriate:

* The time limits are recommendations, to ensure that complaints are dealt with promptly.