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The person dealing with your case whom you should contact in the first instance is the individual dealing with the instruction. Our internal policies require that any individual who receives a complaint must report the complaint to the Director.

Where your complaint is made orally you will be requested to confirm the issues in writing.

Once we have received your written summary, we will confirm our receipt and investigate the issues you raise. If necessary, we may confirm our understanding of the circumstances leading to your complaint and invite further comment or explanation from you.

Within twenty-one (21) days of receiving your written summary the person dealing with your case will inform you in writing of the outcome of the investigation into your complaint and let you know what action, if any, has been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint, we are regulated by The Property Ombudsman (TPO) to whom you may address your complaint for an independent assessment.

In the event a complaint may give rise to a claim under the Professional Indemnity Insurance Policy, we will be under an obligation to notify our Insurers at an early stage in which case the above stated procedures can only be implemented with their authority.

Certain complaints may give rise to an action at law in which case the above stated procedures can only be implemented entirely without prejudice to the legal rights of the respective parties.

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