Complaints handling procedure
We take any complaint seriously. As a RICS regulated firm we operate a formal complaints handling procedure, and you have an independent route of redress if we cannot put things right ourselves.
Step one: tell us
Email us at admin@artaconsultants.co.uk, setting out what went wrong. We will acknowledge your complaint in writing within seven days.
Step two: our investigation
Your complaint will be handled by the director, who will review the file and write to you with the outcome within twenty-eight days of acknowledgement. If we need longer, we will tell you why and when to expect a response.
Step three: independent redress
If the complaint is not resolved, you may refer it to The Property Ombudsman, with whom we are registered. You can do this once you have our final response, or once eight weeks have passed since you first complained. You must refer it within twelve months of our final response. The Ombudsman is free to use and independent of us. Details are at tpos.co.uk.
Complaints about our conduct as a RICS regulated firm can also be raised with RICS directly at rics.org.
Our record
We keep a register of complaints and the outcome of each, which is available to RICS on request as part of our regulatory obligations.