Terms and complaints

Instructions

We accept work only under written terms of engagement setting out the purpose, scope, basis, fee and delivery date. Work starts once the terms are agreed, the fee has been paid and we have the information we need. Fees are shown including VAT. We check for conflicts of interest before accepting any instruction.

Desktop valuation

A desktop valuation carried out under the RICS Valuation – Global Standards (the “Red Book”) with restricted scope, giving our opinion of Market Value, without inspection, for the client’s own use only. It is not for mortgage or secured lending and may not be relied on by third parties. £295 including VAT for a standard house or flat. The fee increases for urgent turnaround and for multi-unit, commercial, let residential, HMO, development or refurbishment properties, and is confirmed once we agree the scope. Turnaround: usually within 2 working days of receiving payment and the information we need. Faster turnaround available on request. Work starts once the terms of engagement are agreed, the fee has been paid and we have the information we need.

Full valuation (inspected)

A valuation under the RICS Valuation – Global Standards (the “Red Book”) following an internal and external inspection. The fee is quoted on application and confirmed in the terms of engagement. Report usually within 3 working days of inspection. Faster turnaround can be agreed when we confirm the scope. The report is for the named client and the agreed purpose only, and no one else may rely on it unless we agree in writing. It is not for mortgage or secured lending.

Other services

Lease extension and freehold purchase valuations, development appraisals and expert witness and dispute support are quoted on application. The scope and fee are agreed in terms of engagement specific to each instruction. Usually within 3 working days. Faster turnaround can be agreed when we confirm the scope. Expert witness work follows the RICS practice statement for surveyors acting as expert witnesses.

Cancelling

If you are a private client (a consumer), you may cancel within 14 days of agreeing our terms of engagement. If you ask us to start within that period, you pay for work done up to the point you cancel, and you lose the right to cancel once the report has been delivered. This does not apply to business clients. To cancel, email info@metricsvaluation.co.uk.

Professional status

Every valuation is carried out by an RICS Registered Valuer, who signs the report and takes responsibility for it. Charles Metcalfe MRICS, Director, is a Member of the Royal Institution of Chartered Surveyors and an RICS Registered Valuer. CR Metcalfe Ltd, trading as Metrics Valuation, is regulated by RICS, firm registration no. 917581. We do not provide valuations for mortgage or secured lending purposes.

Complaints

1. Email info@metricsvaluation.co.uk with the subject “Complaint”, setting out the issue.
2. We will acknowledge your complaint within 5 working days.
3. We will investigate and give you a written response within 28 days of acknowledgement. If we need longer, we will tell you why and when to expect it.
4. If we cannot resolve your complaint within 8 weeks of receiving your complaint, or we reach deadlock, you can refer it to our independent alternative dispute resolution provider, the Centre for Effective Dispute Resolution (CEDR), at www.cedr.com/consumer. The service is free for consumers. Some matters, such as expert witness work, fall outside its scope.

We keep a log of all complaints received and how they were resolved.