Complaint handling procedure that applies to ALL commissions.

C W Johnson Limited are regulated by the Royal Institution of Chartered Surveyors (RICS) and operate a complaint handling procedure as required by Rule 7 of the RICS Rules of Conduct for Firms.

C W Johnson Limited aims to ensure that all aspects of your instruction are dealt with promptly, efficiently and fairly.

At all time C W Johnson Limited are committed to providing you with the highest standard of service.

If you have any concerns about your instruction or you are dissatisfied about the level of service received and wish to complain, our procedure for dealing with complaints is set out below:

1 A person has been appointed within the company to deal with complaints, and you should not hesitate to contact the relevant person as set out below:-

Mr Chris Johnson BSc (Hons) MRICS
C W Johnson Limited
Chartered Surveyors
2 Station Road
Brundall
Norwich
NR13 5LA

2 Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it to the address supplied in 1 above. 

3 Once we have received your written summary of the complaint, we will contact you in writing within 7 days to acknowledge receipt and if required to confirm our understanding of the circumstances leading to your complaint.

4 Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to update you on the progress of the investigation into your complaint and to let you know what actions have been or will be taken. If the complaint takes more than 28 days to investigate you will be provided with regular updates on progress.

5 If you are dissatisfied with any aspect of our handling of your complaint, you should contact:-

For Business

RICS Dispute Resolution Service (DRS), 55 Colmore Row, Birmingham, B3 2AA

Their contact details are as follows:-
Tel: +44 (0)24 7334 3806
E-mail: drs@rics.org
Web: https://www.rics.org/uk/products/dispute-resolution-service/

For Consumers

RICS Dispute Resolution Service (DRS), 55 Colmore Row, Birmingham, B3 2AA

Their contact details are as follows:-
Tel: +44 (0)24 7334 3806
E-mail: drs@rics.org
Web: https://www.rics.org/uk/products/dispute-resolution-service

A copy of our complaints handling procedure can also be requested in other formats by contacting the company here.