We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve 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:
Nick Verdin, Partner, Hair & Son LLP
200 London Road, Southend-on-Sea, Essex, SS1 1PJ
t: 01702 394959
e: nick.verdin@hairandson.co.uk
w: www.hairandson.co.uk
We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 3 working days. A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
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 by a senior member of staff. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Stage Two
If we are unable to agree on how to resolve your complaint (or more than 8 weeks has elapsed since the complaint was first made) 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:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
t: 01722 333 306
e: admin@tpos.co.uk
w: www.tpos.co.uk
Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. In addition, The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
For Business-to-Business clients:
RICS Dispute Resolution Service
55 Colmore Row, Birmingham, B3 2AA
t: 020 7334 3806
f: 020 7334 3802
e: drs@rics.org
w: www.rics.org/drs
Hair & Son LLP
V18.03.2025