At Clarke & Watt Building Consultancy (CWBC), we are committed to delivering a high standard of service to all clients. However, if something goes wrong, we want to ensure your concerns are addressed promptly, fairly, and professionally.

This procedure outlines how to make a complaint and what you can expect in terms of process and timescales, in accordance with the RICS Rules of Conduct and complaints handling requirements.

Stage 1: Initial Complaint Resolution

Raising Your Complaint

In the first instance, please address your complaint to Clarke & Watt Building Consultancy. You may submit your complaint in writing, via email, or by telephone. Please include as much detail as possible, including dates, names of staff involved, and any supporting documentation.

Contact Details:

• Email: admin@cwbc.co.uk
• Telephone: 0161 706 0603
• Address: 19 Swan Street, Manchester, M4 5JJ

Acknowledgement of Complaint

We will acknowledge receipt of your complaint in writing within 7 calendar days.

Investigation and Response

Your complaint will be fully investigated by our team. We will aim to provide a formal response within 28 calendar days. If we are unable to meet this deadline, we will inform you of the reasons and provide a revised date.

Stage 2: Escalation to Senior Management

If you are not satisfied with the resolution provided at Stage 1, you can escalate your complaint to senior management.

1. Escalation Request
   Please submit your escalation request in writing to Jordan Clarke, Executive Director, stating the reasons why you are not satisfied with the initial response.

Contact Details:

• Email: jordan.clarke@cwbc.co.uk
• Telephone: 0116 473 5901
• Address: 19 Swan Street, Manchester, M4 5JJ

Senior management will review your complaint and the previous findings. A formal response will be provided within 28 calendar days of receiving your escalation request.

Stage 3: Independent Redress

 If you remain dissatisfied following Stage 2 and are a consumer (residential client), you have the right to refer the matter to an approved Alternative Dispute Resolution (ADR) provider within 12 months of receiving our final response.

Centre for Effective Dispute Resolution (CEDR)
Address: 100 St. Paul’s Churchyard, London, EC4M 8BU
Phone: 0207 520 3800
Email: applications@cedr.com
Website: www.cedr.com

CEDR will review your complaint in accordance with their own procedures. This is a free, impartial service.

Additional Information

Commercial and Non-Consumer Clients

If your complaint relates to a commercial or public sector instruction and is not covered under consumer ADR, it will be dealt with as per the dispute resolution provisions set out in your engagement agreement. Where appropriate, ADR may be conducted through an alternative provider such as the RICS Dispute Resolution Service (DRS) or as otherwise agreed between parties.

Additional Information

Confidentiality: All complaints are handled in strict confidence.

• Record Keeping: We keep all complaint records for a minimum of six years in accordance with RICS regulations.
• No Fees: There are no fees charged for raising a complaint or referring it to TPO.

If you have any questions about our complaints procedure, please do not hesitate to contact us.