Complaints Handling Procedure

Oates Rural Ltd is a regulated RICS firm. We have in place a Complaints Handling Procedure (CHP) which meets the regulatory requirements. Our Complaints Handling Procedure has two stages.

Stage one gives Oates Rural the opportunity to review and consider your complaint in full. Our firm will try toresolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two.

Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Vicki Oliver, Oates Rural Ltd, Whaupee House, Glanton, Alnwick, NE66 4BQ
Tel: 01665 525870
Email: vicki@oatesrural.com

We will send you a letter to acknowledge receipt of your complaint within 7 days of receiving it. We will then investigate your complaint as quickly as possible. A written outcome of our investigation will be sent to you within 28 days of sending the acknowledgement letter. If we are not able to give you a full response, we will update you within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients: 

Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London 
EC4Y 1EU
020 7536 6000
info@cedr.com
www.cedr.com 

For Business-to-Business clients:

RICS Dispute Resolution Service (DRS)
55 Colmore Row, Birmingham
B3 2AA
020 7334 3802
drs@rics.org
www.rics.org/drs

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