Complaints' Procedure

The practice seeks to provide an efficient personal service to our clients.  We try to respond promptly to any requests that might be made.  If you are in any way dissatisfied with the service that has been provided, we have a specific complaints’ procedure.  Set out below is our procedure for dealing with that complaint.

1. All complaints must be addressed in the first instance in writing summarising your complaint to Mr Peter May BSc., FRICS, MIRPM, Peter G May Chartered Surveyor, 7 The Square, Wimborne, Dorset. BH21 1JA.  Tel:  01202 842812.
   
   
2. Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint.  You will be invited to make any comments that you may have in relation to this.
   
   
3. Within twenty one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
   
   
4. If you remain dissatisfied with any aspect of our handling of your complaint, we will refer you to the Surveyors’ Ombudsman Scheme for private individuals or to the RICS Dispute Resolution Service for businesses, dependent upon the nature of your dispute.
   
   
5. It is a condition of ARMA membership that we offer access to an Ombudsman scheme if a dispute is not resolved within eight weeks from your activation of our complaints’ procedure.  Minster Property Management Limited is a member of the Surveyors’ Ombudsman Service and contact details are as follows: