RICS REGULATIONS RULE 7 – COMPLAINTS HANDLING PROCEDURE

We are a company that is regulated by the Royal Institution of Chartered Surveyors (RICS) and are required to have in place a Complaints Handling Procedure (CHP). If you have a complaint, then this document sets out the procedure which will we follow in dealing with that complaint.

Horde Limited is committed to providing excellent customer service and high quality advice, we do however acknowledge that there may be instances where we get things wrong and make mistakes. If you feel that we have made a mistake or the service we have provided is unsatisfactory, please let us know. We will not ignore a complaint and will endeavour to resolve any issues and review where our services can be improved.

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage 1 gives our firm the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to Stage 2. Stage 2 gives you, the client, the opportunity to have your complaint reviewed and considered by an Independent Redress Provider, as approved by the RICS.

Stage 1

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days to inform you of the outcome of our investigations and let you know what actions have been or will be taken. We aim to ensure that all complaints are resolved via our internal complaints procedure, however, if this is not possible or you wish to pursue the matter further then alternative dispute resolution options are available as outlined in Stage 2 below.

Stage 2

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an Independent Redress Provider, as approved by RICS Regulatory Board. We have chosen to use the following Redress Providers: