The appointed person to deal with complaints within SJM Surveyors is Richard Massie, who is the Managing Director; he can be contacted as follows:

FAO: Mr R. Massie
SJM Surveyors Limited
4b Rose Hill Offices
Erbistock
Wrexham
LL13 0DE

Telephone: 01691 8985690

If you have a question, or if you would like to make a complaint, please do not hesitate to contact him.

1) If your initial complaint was made verbally (whether face-to-face or on the telephone), please also make it in writing, addressed to Richard Massie at the address above.

2) Once we have received your written complaint, we will acknowledge it within three working days of receiving it, enclosing a copy of this procedure.

3) wE will then investigate your complaint and will write to you again within 15 working days of sending the acknowledgement letter to inform you of the outcome of his internal investigation and to let you know what actions have been taken or will be taken. If, for any reason, Richard Massie is away from the office at this time, your complaint will be investigated by the Operations Director, Abigail Massie, who can also be contacted at the above address and telephone number.

4) If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place.

5) We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

6) If you are still unhappy with the result of any of the above, provision has been made for you to take the case to an independent redress organisation.

For Professional Surveying Services Clients Only

The Centre for Effective Dispute Resolution (CEDR) is an approved provider of alternative dispute resolution services to RICS-regulated firms. They can be contacted via their website at www.cedr.com or by post at the following address:

Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

Telephone: 0207 536 6000