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Complaints procedure of Survey Spain S.L.

28/07/2009

NOTICE TO CLIENTS

Under the mandatory RICS regulations, we have a scheme for the handling of complaints against Survey Spain S.L.. We notify you that our procedure is as follows.

  1. We must be open and honest with Clients, working on an 'open book' basis, including declaring all possible conflicts as soon as they become known to us even if not raised by the Client.
  2. We must be professional, conscientious and thorough in our work and treatment of Clients.
  3. We must work within the Rules and Regulations of the RICS except where they are impractical or not applicable to RICS members working in Spain.
  4. In the event of a complaint or realisation of circumstances that could lead to one, the Directors and employees must inform all the Directors immediately in writing (incl. email).
  5. As soon as that is received the Client must be provided with a copy of this Complaint Procedure.
  6. The Directors must then discuss the situation and jointly decide the action to be taken, including whether it warrants informing our professional indemnity insurer.
  7. In the event of the individual within the Company, against whom the complaint is specifically raised, not being able to conclude the situation to the Client's satisfaction within a reasonable timescale, he should prepare a report for the others of all the circumstances and his conclusion. He should give that to the others along with all the papers including copy emails. The others should review the situation and then discuss, agree and implement the Company's response to the Client.
  8. In the event of the Client still being dissatisfied, the matter should be referred to the then president of RICS Espaņa to act as Arbiter and with his costs being shared equally between Survey Spain SL and the Client.
  9. In the event of the Client still being dissatisfied, the matter should be transferred to our PI insurer for further advice and action, if they have not already taken responsibility earlier in the process.

Copyright
Campbell D Ferguson
F.R.I.C.S. Chartered Surveyor
Survey Spain
00 34 952 923 520

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