Complaints Handling Procedure

Meldrum Salter Edgley (mse) Complaints Procedure

The company operates a complaints procedure. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If the matter cannot be resolve to your satisfaction in this way, and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will help us to establish the circumstances of the complaint more easily.

If you have a question or if you would like to make a complaint the procedure is as follows:-

1. In the first instance, please contact The Relevant Person as follows:

· Residential Estate Agency – Peter Tappin. BSc (Hons) FRGS – Partner

· Residential Letting – Sue Rosewell – Lettings Manager

· Residential Property Management – Paul Chilton – Head of Residential Property Management

· Commercial Property and Building Surveying – Tim Alden BSc MRICS - Head of Commercial

In all cases the address is the same; Meldrum Salter Edgley, 252-254 High Street, Guildford, GU1 3JG. Telephone 01483 504200 Fax 01483 440042.

If you are in any doubt as to whom to address your complaint, please contact Michael Ginsberg at the same address. He will help you to direct your complaint to the correct person.

2. If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing as above.

3. Once we have received your written complaint, The Relevant Person will contact you in writing within five working days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.

4. Within twenty one days of receipt of your written summary, The Relevant Person will write to you, to inform you of the outcome of their internal investigation into your complaint and to let you know what actions we have taken or will take.

5. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you should contact The Senior Partner; Michael Ginsberg BSc (Hons) Est Man MRICS FNAEA, Meldrum Salter Edgley, 254 High Street, Guildford, GU1 3JG. Telephone 01483 504200 (Option 4), Fax: 01483 440042, who will personally conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review.

6. If you remain dissatisfied with any aspect of our internal handling of your complaint and/or separate review, you are entitled to refer your complaint to one of the following two independent redress schemes of which MSE is a member:

If you are a member of the general public:

The Surveyors Ombudsman Scheme (SOS)

PO Box 1021

Warrington

WA4 9FE

Tel: 0330 440 1634

http://www.surveyors-ombudsman.org.uk/

If you are a business:

The Surveyors Arbitration Scheme (SAS)

The Chartered Institute of Arbitrators

Dispute Resolution Services

12 Bloomsbury Square

London

WC1 2LP

7. If you require any further information please contact Michael Ginsberg as above.

Meldrum Salter Edgley

22^nd August 2008