As a RICS Regulated firm, Metro Commercial Ltd is required to have in place a complaints handling procedure meeting an agreed minimum standard where surveying services are offered to the public. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full.
Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.
Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS
Stage One
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please post your complaint to: Metro Commercial Ltd, 272 Bath Street, Glasgow, G2 4JR.
If you have initially made your complaint verbally, whether face-to-face or on the telephone, please also make it in writing, addressed to Ewan Paterson at the address provided above.
Once we have received your written complaint, we will contact you in writing within seven* 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.
Within twenty-one* days of receipt of your written summary, we will write to you, to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken.
Stage Two
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by the RICS Regulatory Board. We have chosen to use the following redress providers.
Consumer Clients
- Centre for Effective Dispute Resolution, CEDR or CEDR Solve
Details are available through the organisation website and can be accessed on the button below.
