ACORN RURAL PROPERTY (CONSULTANTS) LLP COMPLAINTS PROCEDURE

Contact information
If you have any question or would like to make a complaint about any matter we have undertaken on your behalf, your first point of contact is the person who is
responsible for the conduct of your business or, if you prefer, the office partner, who is Mark Sanders whose contact detail are Acorn Rural Property (Consultants) LLP,
1b Oaklands Court, Tiverton Way, Tiverton Business Park, Tiverton, EX16 6TG. Telephone number 01884 212380. Email marksanders@acornrpc.co.uk

Written complaints
If you have initially raised a question or made a complaint verbally, whether face to face or over the telephone, please also make it in writing and address it to the person
who is responsible for your job or to Mark Sanders as above.

Response time
Following receipt of your written question or complaint we will respond in writing within a maximum of 14 days. At this stage we will set out our understanding of your question or complaint. We will also invite you to make any further comments that you may have in relation to it.

Internal Investigation
Within a maximum of 28 days of receipt of your written question or complaint (or within 28 days of receiving any supplementary comments if you have made any) we will write to you to inform you of the outcome of our internal investigation and to inform you what actions have been or will be taken.

Appeals
If you are dissatisfied with any aspect of our handling of your questions or complaints, and/or wish to appeal the outcome of our internal investigation, you should write to us to set out your further concerns and the reasons you wish to make an appeal. On receipt of your appeal, we will conduct a further review of your case and contact you within a maximum of 21 days to inform you of the conclusion of this further review. You may request that any specific partner or employee of Acorn Rural Property (Consultants) LLP reviews your case if you wish.

Further redress or regulatory complaint
If you remain dissatisfied with any aspect of our handling of your question or complaint, and we have been acting for you in your personal capacity, you may refer the matter to The Property Redress Scheme. If we have been acting for your business, that is treated as a commercial dispute between businesses, and any unresolved matters may be referred to the Independent Adjudication Service for the Royal Institution of Chartered Surveyors provided by the Centre for Effective Dispute Resolution (CEDR). Contact details for both schemes are provided below.

Property Redress Scheme
Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood WD6 1JH
T: 0333 321 9418
E: info@theprs.co.uk
W: https://www.theprs.co.uk/

The Centre for Effective Dispute Resolution (CEDR)
Centre for Effective Dispute Resolution
100 St. Paul’s Churchyard
London EC4M 8BU
T: 020 7536 6116
E: surveyors@cedr.com
W: https://www.cedr.com/consumer/rics/

Royal Institution of Chartered Surveyors (RICS)
Acorn Rural Property Consultants is regulated by The Royal Institution of Chartered Surveyors (RICS) for the provision of surveying services. This means we agree to uphold the RICS Rules of Conduct for Firms and all other applicable mandatory professional practice requirements of RICS, which can be found at https://www.rics.org/uk/upholding-professional-standards/regulation/. As an RICS regulated firm we have committed to cooperating with RICS in ensuring compliance with its standards. The firm’s nominated RICS Responsible Principal is Mark Sanders, whose contact details are as above.

In addition to making use of our complaints procedure you may report any concerns directly to the RICS via this link on the RICS website.

If you are not a client of this firm
If you are not a client, you should make a written complaint and the complaints procedure as explained above will apply in the same way as if you were a client. However, the Property Redress Scheme and the Independent Adjudication Service for the Royal Institution of Chartered Surveyors are only available to clients of this firm. If you are not a client and remain dissatisfied with any aspect of our handling of your question or complaint you may report any concerns to the RICS as per the details provided above.