Complaints Handling Procedure

As a regulated RICS firm, Shelby Project Solutions Limited (T/A Shelby) has in place a Complaints Handling Procedure (CHP), which meets the regulatory requirements. Our CHP has two stages. Stage One of the CHP gives our company the opportunity to review and consider your complaint in full. We 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 send your written complaint to:

Dawn Taylor (HR Director) Shelby
New Media House 8 Hardhorn Road Poulton-le-Fylde Lancashire
FY6 7SR
E: dawn.taylor@shelbygroup.co.uk T: 0113 5344015
W: shelbygroup.co.uk

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.

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 RICS Regulatory Board. We have chosen to use the following redress providers:

Centre for Effective Dispute Resolution (CEDR) 100 St Paul’s Churchyard
London EC4M 8BU
United Kingdom
Tel: +44 (0)20 7536 6000
Website: www.cedr.com