1. The schedule attached gives details of the person who should be contacted (first contact) in the event of a complaint relating to a given office or department of the company.
    
2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it.
    
3. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
    
4. Within 14 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
    
5. If you are dissatisfied with the outcome you should contact the senior director referred to in the right hand column of the schedule (second contact). They will personally conduct a separate review of your complaint and contact you within 14 days to inform you of the conclusion of this review.
    
6. If you are a consumer and the complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Ombudsman Service Ltd, PO Box 1021,Warrington,WA4 9FE (0330 440 1634) from whom details of the scheme may be obtained. www.ombudsman-services.org
    
7. If you are a business and your complaint has still not been resolved to your satisfaction, we agree to the referral of your complaint to The Arbitrational Procedure for Surveying Disputes, IDRS Ltd, 70 Fleet Street, London EC4Y 1EU (020 7520 3800), from whom details of the scheme may be obtained. www.idrs.ltd.uk

Reporting a complaint - Franchise offices

1. The schedule attached gives details of the person who should be contacted in the event of a complaint relating to a franchise office.
    
2. Where your complaint is initially made orally, you are requested to send a written summary of your complaint to the person dealing with it.
    
3. Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
    
4. Within 14 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.
    
5. If you are a consumer and the complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to The Ombudsman Service Ltd, PO Box 1021,Warrington,WA4 9FE (0330 440 1634) from whom details of the scheme may be obtained. www.ombudsman-services.org
    
6. If you are a business and your complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to The Arbitrational Procedure for Surveying Disputes, IDRS Ltd, 70 Fleet Street, London EC4Y 1EU (020 7520 3800), from whom details of the scheme may be obtained. www.idrs.ltd.uk
    
7. Please note that if your complaint relates to Dacre, Son & Hartley Limited then you should ask for the complaints procedure relating to that company which can be obtained from the head office: - 1-5 The Grove, Ilkley, West Yorkshire LS29 9HS, email ilkley@dacres.co.uk or from the website www.dacres.co.uk.

Contacts