1.1 The Directors of RTP Surveyors Limited are responsible for handling complaints. Complaints should be sent to:

RTP Surveyors Limited
Tremough Innovation Center
Penryn
TR10 9TA

Telephone: 01326 318599

Email: office@rtpsurveyors.co.uk

1.2 Where a complaint is made verbally, we will ask you to provide a written summary of your complaint.

1.3 Within seven days of receiving your written complaint, we will acknowledge receipt in writing and confirm our understanding of the circumstances giving rise to your complaint. You will be invited to comment if you believe we have misunderstood any aspect of your complaint.

1.4 Within twenty-one days of receiving your written complaint, we will write to you with the outcome of our investigation and explain any action that has been, or will be, taken.

2.1 If you remain dissatisfied with the outcome of Stage One, you may request a review by another Director who has not been directly involved in the matter. The reviewing Director will undertake an independent review and will write to you within fourteen days of receiving your request for a review.

3.1 If, following completion of our internal complaints procedure, you remain dissatisfied, you may refer your complaint to an independent Alternative Dispute Resolution (ADR) provider. Details of the appropriate ADR providers are set out below.