Complaints Procedure

PETER KERRIGAN LIMITED (trading as Kerrigans)

This note sets out the procedure we will follow in dealing with any client complaint: -

1. We have appointed Mr Peter Kerrigan, who can be contacted at the Company’s Registered Office, to deal with complaints. If you have a question or if you would like to make a complaint, please do not hesitate to contact him.
   
   
2. If you have initially made your complaint verbally - whether face to face or by telephone - please also put your complaint in writing, addressed to Mr Peter Kerrigan.
   
   
3. Once we have received your complaint, Mr Peter Kerrigan will contact you in writing as soon as possible and normally within seven days. At this stage we will give you our understanding of your complaint. We will also invite you to make any further comments that you may have in relation to your complaint.
   
   
4. As soon as possible and normally within twenty-one days of receipt of your written complaint and/or your further comments, Mr Peter Kerrigan will write informing you of outcome of his internal investigation into your complaint and let you know what actions he will take.
   
   
5. If you are dissatisfied with any aspect of our handling of your complaint, or the outcome of our internal investigation, you may contact Mr Christopher Randle at 3B Nuns Road, Chester, CH1 2LZ who will personally conduct a separate external review of your complaint and contact you as soon as possible and normally within fourteen days to inform you of the conclusion of his review.
   
   
6. Alternatively, if you remain dissatisfied with any aspect of the handling of your complaint then by agreement between yourself and ourselves the matter may be referred to mediation in accordance with the procedures published from time to time by the Centre for Dispute Resolution (CEDR) or in accordance with the procedures published from time to time by the Royal Institution of Chartered Surveyors.
   
   
7. If you remain unhappy with the result of the above, you can refer your complaint to the Surveyors Arbitration Scheme if that complaint falls within the scope of that scheme. That scheme is operated by the Chartered Institute of Arbitrators, Dispute Resolution Services, 12 Bloomsbury Square, London, WC1 2LP. Details of the scheme can also be obtained from that address.

June 2003