Fidler Taylor & Co Ltd strives to provide a service to its clients which incorporates the highest levels of professional competence, efficient service and a competitive fee structure but inevitably on occasion a client or member of the public may feel that our service has not met those high standards and therefore we have a procedure for handling complaints which we will follow and which is set out in this note. If you have a complaint, then you should follow the procedure as set out below.

  1.  A director of the firm has been appointed to deal with any complaint, and you should not hesitate to contact that director who is

    J H Taylor BSc MRICS
    11 Church Street
    Ashbourne
    Derbyshire
    DE6 1AE
    Tel: 01335 346246

  2. Where the complaint is initially made orally you will be requested to send a written summary of your complaint to the above named.

  3. Once your written summary of the complaint has been received, we will contact you in writing within 3 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

  4. Within 15 days of receipt of your written summary the above named person will write to you in order to inform you of the outcome of the investigation into your complaint and will let you know what actions have, or will be, taken.

  5. If you are still not satisfied with our final viewpoint (or more than 8 weeks have elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. 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. Contact details for The Property Ombudsman are as follows:

    The Property Ombudsman
    www.tpos.co.uk
    Email: admin@tpos.co.uk

  6.  If you are a commercial or business client and remain dissatisfied with any aspect of our handling of your complaint recourse can be made to

    RICS Dispute Resolution Service
    Surveyor Court
    Westwood Way
    Coventry CV4 8JE
    Tel: 020 7334 3806
    Fax: 020 7334 3802
    Email: drs@rics.org www.rics.org/drs