Adjuvo Consulting Ltd. Complaints handling procedure

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  Adjuvo Consulting Ltd. Complaints handling procedure

Most problems can be resolved without a formal complaint. Please first raise the matter with the appointed person. Any breakdown in relationship is however taken seriously by us. We have the following procedure in place to ensure that if you do have a complaint then it is responded to quickly, efficiently, and fairly and communicated to you. 

This document represents the procedure to be followed when a complaint is made to Adjuvo Consulting Ltd. The appointed person within Adjuvo Consulting Ltd who deals with complaints is Martin Penney.

The procedure below will be followed:

Stage 1: Internal complaints procedure

1. If a verbal complaint is made, the complainant will be requested to make its complaint in writing.
2. On receipt of a written complaint, the complaint will be acknowledged within 7 days.
3. The complaint will be given full consideration by the appointed person.
4. Every effort will be made to respond fully to the complaint within 28 days. If the complaint cannot be responded to fully, an update will be given.
5. If the complaint cannot be resolved, the complainant will be advised in writing that regrettably the internal complaints procedure (Stage 1) has been exhausted. Details of the independent redress mechanism (Stage 2) will be included.

Stage 2: Independent redress mechanism

1. Where stage 1 has been exhausted and the complaint has not been resolved, provision has been made for the complainant to take its case to an independent redress mechanism should they wish to. 
2. The independent redress mechanism used by Adjuvo Consulting Ltd is 

RICS Dispute Resolution Service, 

55 Colmore Row, Birmingham, B3 2AA. 

Telephone number +44 (0) 20 7334 3806. Email drs@rics.org

3. DRS Details and downloadable application forms can be found by clicking on the following links.

4. Dispute Resolution Service (rics.org)

5. DRS Services (rics.org)