Complaints Handling Procedure (CHP)

Our Commitment
Fairway Surveyors (Fairway RE Limited) is committed to providing a high standard of service to all clients. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.

This Complaints Handling Procedure complies with the requirements of the Royal Institution of Chartered Surveyors (RICS).

Stage 1 – Internal Complaints Handling
If you have a complaint, please put it in writing (by email or post) and address it to:

Complaints Officer
Fairway Surveyors
Email: info@fairwaysurveyors.com
Address: 140 Coombe Lane, London SW20 0BA

We will acknowledge your complaint within 7 days of receipt. Your complaint will be investigated by a senior member of the firm who has not been directly involved in the matter where possible. We will provide a formal written response outlining our findings and any proposed resolution within 28 days of receiving your complaint. If we are unable to provide a full response within 28 days, we will inform you of the reason for the delay and provide an updated timeframe.
 

Stage 2 – RICS Dispute Resolution Service
If you are not satisfied with our final response, you may refer your complaint to the Royal Institution of Chartered Surveyors (RICS) Dispute Resolution Service (DRS), which provides independent redress.

RICS Dispute Resolution Service (DRS)
Website: www.rics.org/drs
Email: drs@rics.org

You must refer your complaint within 12 months of receiving our final response and after completing Stage 1 of this procedure.

Additional Notes
This procedure is available on request and on our website. We will always aim to resolve complaints quickly, professionally, and in a fair and transparent manner. Making a complaint will not affect your legal rights.

Regulatory Information
Fairway Surveyors (Fairway RE Limited) is a firm regulated by the Royal Institution of Chartered Surveyors (RICS) and operates in accordance with the RICS Rules of Conduct.

Review of Procedure
This Complaints Handling Procedure is reviewed regularly to ensure ongoing compliance with RICS requirements and best practice.