Complaints Handling Procedures

The JHWalter complaint handling procedure is designed to ensure that complaints are properly investigated and are given careful and fair consideration.

We have appointed Ian Walter to deal with complaints. If you have a question, or if you would like to make a complaint, please don’t hesitate to contact him:

Ian H Walter – Senior Partner,
JHWalter LLP, 1 Mint Lane, LINCOLN LN1 1UD
Tel: 01522 526526 | Email Ian Walter

If you make your complaint verbally – whether face-to-face or over the phone – please also make it in writing, addressed to Ian Walter above. This is to ensure that we fully understand exactly what your complaint is and have a written record of it.

Once we have received your written summary of the complaint, we will contact you in writing within 7 days to acknowledge receipt of your complaint. 

We will consider your complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 28 days of receiving the written summary of your complaint. 

If we cannot agree on how to resolve the complaint then you will have the opportunity to take your complaint to the final stage of our complaints handling procedure.  The final stage will depend on who you are and the type of work we did for you:

For individual consumers

Where we have undertaken estate agency and letting this will be:

The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire. WD6 1JH
0333 321 9418 | www.theprs.co.uk | .(JavaScript must be enabled to view this email address)

Where we have undertaken surveying related consumer disputes this will be:

The Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London EC4Y 1EU
020 7536 6000 | www.cedr.com | .(JavaScript must be enabled to view this email address)

For business users:

RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry CV4 8JE
020 7334 3806 | www.rics.org/drs | .(JavaScript must be enabled to view this email address)

Contacts

Ian Walter

BSc (Hons) CEnv FRICS FAAV Senior Partner,
Chartered Surveyor
01522 504 333
07919 694 230
Ian’s profile
Ian Walter