Complaints Procedure

At RD&D Associates, we are committed to providing a professional, efficient and high-quality service to all of our clients. If, however, you are dissatisfied with any aspect of the service you have received, we encourage you to let us know so that we can investigate the matter promptly and fairly.

As an RICS regulated firm, we operate a formal Complaints Handling Procedure in accordance with the requirements of the Royal Institution of Chartered Surveyors (RICS).

How to make a complaint

Complaints should be submitted in writing by email or post and should include as much detail as possible regarding the issue.

Please address your complaint to:

Rudolf Fattal MRICS
Principal
RD&D Associates Chartered Surveyors
22 Norrice Lea, London, N2 0RE
Telephone: +44 20 8731 7287
Email: rudy@rddassociates.co.uk

If your complaint is initially made by telephone or in person, we may ask you to confirm the details in writing to ensure that we have a complete and accurate record.

RD&D Associates is a sole practitioner firm. As such, your complaint will be handled by the Principal, Rudolf Fattal MRICS. We will deal with your complaint as objectively and impartially as possible, and where it is appropriate and practicable to do so we may involve an independent third party to assist in its review.

What happens next?

Once we receive your written complaint:

• We will acknowledge receipt of your complaint within 7 working days.
• We will investigate the issues raised thoroughly and impartially.
• Where appropriate, we may contact you if we require further information or clarification.
• We aim to provide you with a written response setting out the outcome of our investigation within 28 days of receiving your complaint. If, for any reason, additional time is required, we will keep you informed of progress and explain the reasons for any delay.

Independent redress

If we have been unable to resolve your complaint to your satisfaction within eight weeks of receiving it, or if you remain dissatisfied once we have completed our internal complaints procedure, you may refer your complaint to our independent Alternative Dispute Resolution (ADR) provider:

Property Redress Scheme (PRS)
Premiere House, First Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
Telephone: +44 333 321 9418
Email: info@theprs.co.uk

The Property Redress Scheme provides an independent review of complaints where they fall within its jurisdiction.

We value all feedback and treat every complaint as an opportunity to improve the quality of the service we provide.