Complaints Handling Procedure

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Callaghan Wright Ltd is committed to providing a high standard of professional service to all clients. If you are dissatisfied with the service you have received, we operate a formal Complaints Handling Procedure to ensure that concerns are addressed promptly and fairly.

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Stage 1 – Initial Complaint

If you have a complaint, please raise it in writing with the director responsible for your appointment. Your complaint should set out the details of the concern and any relevant background information.

Please send complaints to: info@callaghanwright.co.uk

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We will acknowledge your complaint within five working days and aim to provide a full written response within fifteen working days of receiving the complaint.

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Stage 2 – Review

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If you remain dissatisfied with our response, you may request that the complaint be reviewed by another senior person within the firm. This review will consider the matter independently and provide a further written response.

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Stage 3 – Independent Redress

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If the complaint cannot be resolved through the above process, you may refer the matter to the Centre for Effective Dispute Resolution (CEDR), which is an independent dispute resolution service approved by the Royal Institution of Chartered Surveyors (RICS).

CEDR provides an Alternative Dispute Resolution (ADR) service for consumer complaints relating to surveying and property services.

Further information about the service can be found at: https://www.cedr.com/consumer/rics/

Callaghan Wright Ltd will cooperate fully with the independent redress process where applicable.

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Our Commitment

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We take all complaints seriously and use them as an opportunity to improve our services and ensure that we continue to meet the professional standards expected of a regulated RICS firm.

Callaghan Wright Ltd maintains an internal complaints log in order to record, monitor and review any complaints received and to identify opportunities to improve our services.