COMPLAINTS PROCEDUREFuture54 is a regulated by the Royal Institution of Chartered Surveyors (RICS), and follow the rules, codes and guidance of the RICS Rules of Conduct for Firms. We have in place a Complaints’ Handling Procedure (CHOP) which meets the regulatory requirements.).
Our CHP has two stages
Stage One gives Future54 the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses, then you will have the opportunity of taking 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 the Royal Institute of Chartered Surveyors (RICS).).
Even if you have spoken to us about your complaint, please send written details of the complaint by post to:-
39 York Road
London SE1 7NQ
We require a written explanation of your complaint to ensure clarity and full understanding of the issues about which you are complaining. Email submissions should be avoided if matters of security and privacy are of paramount importance.
We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaints within 10 days. If we are unable to give you a full response at that time then we would expect to update you within a further 20 days.
If we are then unable to gain your agreement on a resolution to your complaint, you have the opportunity to submit your complaint to an independent redress provider as approved by the RICS Regulatory Board. We have selected to use the following redress provider:-
RICS Dispute Resolution Service