If you have a complaint this note sets out the procedure, which we will follow in dealing with that complaint.

1. The person named below has been appointed within The Guthrie Partnership Ltd to deal with complaints and, if you have one you should contact Mr. Alec Guthrie at 1 Church Hill, Knutsford, Cheshire, WA16 6DH, in writing. This can be sent also by email to: alec.guthrie@guthriepartnership.co.uk

2. Where your complaint was made orally you will be requested to send full details of your complaint in writing to Mr. Alec Guthrie. You will be invited to make any comments you may have in relation to the circumstances leading to your complaint.

3. Once the written details of the complaint have been received, you will be contacted in writing within 14 days to acknowledge your complaint and advise you of the actions that are being taken.

4. Within 28 days of receiving your written complaint, the person dealing with the complaints procedure, as named above, will write to you to inform you of the outcome of the investigation and let you know what actions have been or will be taken.

5. The Guthrie Partnership is a member of the Surveyors Ombudsman Service (SOS) and if the complainant is still not satisfied after the above stage then the matter will be referred to SOS.

6. The Guthrie Partnership will accept any findings by the SOS scheme as fully binding in accordance with the Ombudsman rules under the approval of the OFT and in line with our membership rules to Association of Residential Managing Agents (ARMA).

7. Details of the SOS scheme can be viewed at www.surveyors-ombudsman.org.uk or they can be contacted on 01925 530271. If you do not have access to the internet then please request this procedure in full when lodging your complaint and we will send to you in the pack the full details of how the SOS scheme works.