It goes without saying that we do everything within our power to help each client in a professional manner, to the highest possible standard and to its satisfaction. Nevertheless it is always possible that you are not satisfied. Consequently we offer the possibility to make a complaint either with Redept or externally.
A complaint about an assignment or an invoice should be submitted to Redept in writing accompanied by sufficient supporting evidence and details that Redept can handle the complaint in a considered manner.
Redept will handle any complaints received as soon as possible and will confirm receipt of the complaint within a maximum of ten working days. Should Redept not be able to react on the substance of or solve the complaint within 25 working days, Redept will inform the client hereof. Should you not be satisfied with the complaint handling, you can submit a request for mediation to the Netherlands Arbitration Institute.
Further information about the Netherlands Arbitration Institute can be found at www.nai-nl.org.
Redept is regulated by the Royal Institution of Chartered Surveyors (RICS) and complies with the professional rules of conduct of the RICS. RICS Regulation is responsible for ensuring that RICS members and/or RICS regulated firms comply with the demands of the RICS “Rules of Conduct”. These determine the professional, ethical and commercial norms that are expected from RICS members and/or firms. RICS Regulation upholds, assists and helps members and firms to comply with the rules, regulations and ethical standards. The RICS evaluates and investigates complaints and can, where necessary, employ disciplinary measures in cases where the members and/or regulated firms do not comply with the standards that are expected from them. Should the client be of the opinion that Redept does not comply with the professional standards of the RICS, the client can present this complaint to RICS Regulations by which the relevant rules of procedure will apply.
Further information over the complaints procedure can be consulted via the website www.rics.org/complaints.
