Complaint handling

Williams Ellis is committed to providing a high standard of professional service. If you have a complaint, please contact David Ellis so that the matter can be considered and, where possible, resolved.

David Ellis is responsible for handling complaints on behalf of Williams Ellis.

Email: david.ellis@williamsellis.co.uk

Tel: 01248 572042

Post: David Ellis, Williams Ellis, 17 Stad Wern Gethin, Llanfairpwll, Anglesey, LL61 5AN

Procedure

Williams Ellis operates a two-stage complaints handling procedure in accordance with the requirements of the Royal Institution of Chartered Surveyors (RICS).

Stage 1 - Internal review

Please make your complaint in writing, setting out the nature of your complaint and any relevant details. This helps to ensure that the issues are fully understood and provides a clear record of the complaint.

David Ellis will consider your complaint on behalf of Williams Ellis and will seek to resolve it with you.

Your complaint will be considered as quickly as possible. A full response will be provided within 28 days or, where this is not possible, you will be given an update on the progress of the complaint.

If the complaint is resolved to your satisfaction, the matter will conclude.

Stage 2 - Independent redress

If the complaint cannot be resolved through Stage 1, you may refer the matter to an independent Alternative Dispute Resolution (ADR) provider.

The appropriate ADR provider depends on whether the complaint is from a consumer or an organisation or business.

Consumers

For complaints from consumers, Williams Ellis uses:

Centre for Effective Dispute Resolution (CEDR)

100 St Paul's Churchyard

London

EC4M 8BU

Tel: 020 7536 6000

Email: info@cedr.com