Complaints Procedure

Complaints Procedure for the Offices of Anderson Wilde & Harris

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

Stage 1 – In House Review

1. A person has been appointed for our offices to deal with complaints, and you should not hesitate to contact the relevant person. Details are set out below:
   Christopher Shawcross BA DipArb FRICS FCIArb
   Email:  christopher.shawcross@awh.co.uk
2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person named above.
3. Once we have received your written summary of the complaint, we will contact you in writing within 7 working days to acknowledge receipt of your written summary of complaint. We may ask for additional information if necessary.
4. Within twenty eight working days of receipt of your written summary, Mr Shawcross will give full consideration of your complaint on behalf of the firm.
5. Mr Shawcross will try to resolve the complaint to your satisfaction and will then 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. If you are happy with the outcome of Mr Shawcross’s investigation the matter will conclude.
6. If you are not satisfied after the in-house complaint procedure has been completed, or more than eight weeks have elapsed since the complaint was first made, you can request an Independent External Review from the Property Redress Scheme or the Centre for Effective Dispute Resolution, (as appropriate) whose details are below.