COMPLAINTS HANDLING PROCEDURE

Our Complaints Handling Procedure has two stages:

• Stage One gives our organisation the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses, then you will have the opportunity of taking your complaint to Stage Two.

• Stage Two gives you as the Client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the Royal Institution of Chartered Surveyors (RICS).

Stage One

Please send written details of the complaint by post or email to:

Mr Douglas Babington Smith

Olmo Real Estate Advisers Ltd

5 South Charlotte Street

Edinburgh EH2 4AN

info@olmo-re.com

Please provide a written explanation of your complaint in order to ensure clarity and full understanding of the issues about which you are complaining.

We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaint within 5 working days.  Our aim is to report our findings to you within 28 days of receipt.

Stage Two

If we are unable to agree on a resolution to your complaint, you have the opportunity to submit your complaint to the RICS Dispute Resolution Service, or another independent party as approved by the RICS Regulatory Board.

RICS Dispute Resolution Service
55 Colmore Row

Birmingham B3 2AA
Tel. No. 020 733 43806
E-mail: drs@rics.org
Website: www.rics.org/drs