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Complaints Handling

This Complaints Handling Procedure (CHP) for Furasta Consulting is designed to meet the regulatory requirements of the Royal Institution of Chartered Surveyors (RICS). Furasta Consulting is committed to maintaining the highest professional and ethical standards, and we aim to respond to any complaints promptly, openly, and professionally.

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Our Statement of Intent

 

As a firm regulated by RICS, we are required to have a clear procedure for dealing with complaints regarding our service, directors, or employees. It is available to both individual consumer and commercial clients.

Stage 1: Internal Review

If you are dissatisfied with the service you have received, please contact us directly so we can attempt to resolve the issue as quickly as possible. All complaints should be made in writing to our Director:

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Bryan Crawford, Director

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Our Process:

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  1. We will acknowledge your complaint in writing within 7 days of receipt.

  2. Bryan Crawford will conduct a full investigation into the matter.

  3. You can expect a full written response detailing our findings and any proposed resolutions within 21 days of our acknowledgement.

Stage 2: Independent Redress

If you remain dissatisfied with our formal response, or if eight weeks have passed since you first raised your complaint and we have reached a "deadlock", you may refer your case to an independent Alternative Dispute Resolution (ADR) provider.
 

Furasta Consulting uses the RICS Service provided by CEDR (Centre for Effective Dispute Resolution). This is an independent adjudication service that weighs evidence from both parties to reach a fair, written decision. This service is free of charge for consumer clients.

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CEDR Contact Details:
 

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Complainants have 12 months from the date of our "deadlock" letter to bring a claim to the RICS Service. If an adjudicator’s decision is issued and you choose to accept it, that decision becomes contractually binding on Furasta Consulting.

Professional Obligations

In accordance with the RICS Rules of Conduct, we will:
 

  • Not dissuade you from approaching an ADR provider or RICS.

  • Cooperate fully with any investigations into complaints or concerns.

  • Provide any information reasonably requested by RICS or the ADR provider.

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We maintain a Complaints Log to track and manage any issues that arise, which helps us to improve our internal processes.

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