Policies and procedures
Complaints handling procedure
Environmental policy and practice
Equality and diversity policy
Complaints handling procedure
We regret that you have had cause to refer to this procedure. We have implemented the following complaints procedure to assist us in resolving your grievance.
- Marc Simpson BSc (Hons) MRICS MFPWS will deal with any complaints you may have. If you have a question or if you would like to make a complaint, please do not hesitate to contact him via the following contact points:-
Telephone: 0844 811 2132
Email: msimpson@rsltd.org
Address: 4 The Staithes, Watermark, Gateshead, Tyne & Wear, NE11 9SN
- If you have initially made your complaint verbally, whether face-to-face or on the phone, please also make it in writing, addressed to Marc Simpson BSc (Hons) MRICS MFPWS at the address provided above
- Once we have received your written complaint, Mr. Marc Simpson will contact you in writing within seven* days. At this stage he will give you his understanding of your case. We will also invite you to make any further comments that you may have in relation to this.
- Within twenty-on* days of receipt of your written summary, Mr. Marc Simpson will write to you, to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken.
- If you remain dissatisfied with any aspect of the internal handling of your complaint, then we can discuss whether we can agree to go to mediation according to either the Centre for Effective Dispute Resolution (CEDR) or the mediation process run by the Royal Institution of Chartered Surveyors.
- If you remain dissatisfied with any aspect of our handling of your complaint and/or separate review and are a consumer, then you can refer your complaint to the Surveyors Ombudsman Service (SOS), PO Box 1021, Warrington, WA4 9FE; or online at www.surveyors-ombudsman.org.uk .
* The time limits are recommendations, to ensure that complaints are dealt with promptly.
If you remain unhappy about the way in which your complaint is being handled you should contact the RICS Professional Conduct team who will ensure your complaint is dealt with correctly.
RICS Professional Conduct, PO Box 2291, Coventry CV4 8ZJ
T: + 44 (0)870 333 1600
Environmental policy and practice
As a consultant Robertson Simpson Limited is committed to minimising, as far as reasonably possible, its adverse environmental impact and maximising the opportunities to enhance the environment. These principals are applied to both those impacts Robertson Simpson Limited has control of and those activities it seeks to influence through the advice given to clients.
Robertson Simpson Limited continues to develop awareness of environmental matters by providing information, training and support for employees. We ensure that our employees are appraised of our minimum professional duties with regards to the environment and encourage and assist them to enhance, via continuing professional development, their understanding and practical experience of environmental best practice, through formal training, qualifications and membership.
As part of our own company operations we aim to achieve the most economical use of all materials, supplies and energy, using renewable or recyclable materials and products wherever possible. We have implemented the following initiatives and measures:
- Purchasing of environmentally sustainable goods and services as far as is practicable, with rigorous contracts with suppliers and contractors;
- The use of energy efficient light bulbs wherever possible;
- The use of batteries containing lead or cadmium is avoided;
- Turning off lighting and heating when not required;
- Turning off printers and pc’s ensuring they are not left on overnight. All other electrical equipment is turned off when not in use;
- Use of lower grade paper for internal documents marked either recyclable or from sustainable forests;
- Use of double-sided copying for internal purposes and re-use of unwanted documents for scrap paper;
- Provision of collection bins for recycling paper in office areas;
- Recycling glass bottles and batteries;
- Provision of facilities to encourage cycling to work or encouraging other forms of transport;
- Recycling of printer toner cartridges;
We recognise that these initiatives are, however, only a starting point. Over the next year we will be aiming to identify further ways for improvement.
In the advice we give to our clients, Environmental issues are considered in our work across the wide variety of professional disciplines; from residential development to project management work, and from asset management to planning. We endeavour to work with our clients to understand their commitment to environmental issues and to encourage and assist them to improve environmental performance.
Robertson Simpson Limited is anxious to contribute to the latest thinking in corporate responsibility and its application to the built environment. We are also keen to ensure that our staff has an understanding of the environmental issues to allow them to provide the very best advice to our clients.
Equality and diversity policy
The purpose of this policy is to provide diversity and equality to all in employment, irrespective of their gender, race, ethnic origin, disability, age, nationality, national origin, sexuality, religion or belief, marital status and social class. We oppose all forms of unlawful and unfair discrimination.
All employees, whether part time, full time or temporary, will be treated fairly and equally.
Selection for employment, promotion, training or any other benefit will be on the basis of aptitude and ability.
All employees will be helped and encouraged to develop their full potential and the talents and resources of the workforce will be fully utilised to maximise the efficiency of the organisation.
Our commitment:
- Every employee is entitled to a working environment which promotes dignity and respect to all.
- No form of intimidation, bullying or harassment will be tolerated.
- The commitment to diversity and equality in the workplace is good management practice and makes sound business sense.
- Breaches of our diversity and equality policy will be regarded as misconduct and could lead to disciplinary proceedings.
- This policy is fully supported by senior management and has been agreed with trade unions and employee representatives (insert details if appropriate).
- The policy will be monitored and reviewed annually.
- Implementation (include brief details of what will happen, how the policy will be monitored and reviewed over time).
The law
This policy will be implemented within the framework of the relevant legislation, which includes:
- Equal Pay Act 1970 (Equal Value Amendment 1984)
- Rehabilitation of Offenders Act 1974
- Sex Discrimination Act 1975 (Gender Reassignment Regulations 1999)
- Race Relations Act 1976
- Disability Discrimination Act 1995
- The Protection from Harassment Act 1997
- Race Relations (Amendment) Act 2000
- Race Relations Act 1976 (Amendment) Regulations 2003
- Employment Equality (Sexual Orientation) Regulations 2003
- Employment Equality (Religion or Belief) Regulations 2003
- Disability Discrimination Act 2005
- Employment Equality (Age) Regulations 2006
