Conflict avoidance, management and dispute resolution procedures (submission)

Question 1

What is your employer’s CHP?

Answer 1

• In first instance, send written summary of complaint to CH officer (DPJ)
• Within 14 days of written receipt we will contact you and advise our understanding of the circumstances leading up to your complaint. You will be invited to make any comments that you may have in relation to this, or concur with our understanding.
• Within 21 days from your confirmation of our understanding, we will write to you to advise the outcome of our investigation and to advise what actions will or have been taken.
• If we are unable to agree on how to resolve your complaint and you feel we have not sought to address your complaint within eight weeks, 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 provider (Property Redress Scheme (PRS))
• You will need to submit your complaint within 12 months of receiving our final viewpoint letter, including any evidence to support the case. The Property Redress Scheme (PRS) requires that all complaints are addressed through this in-house complaint procedure in the first instance, before being submitted for an independent review.
• Where the complaint relates to professional negligence or personal injury or loss sustained in a client’s property, Johnson Tucker reserves the right to pass your complaint to insurers who may at their discretion take over the conduct of the matter.