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Policies & procedures

Williams Gunter Hardwick Code of Conduct and Policies

At Williams Gunter Hardwick we are committed to undertaking business in a responsible and ethical way. The firm owes much of its’ success and personality to the provision of a first class service to its’ clients and ethical behaviour in relation to all parties with which it has a business relationship.

Health & Safety

Williams Gunter Hardwick considers high standards of health and safety as an important factor both in the workplace and out on site. We take the safety of our people and those with which we work seriously and we strive to ensure that we do not place them in positions of risk or danger. To comply with this policy and the firm’s security policies, procedures and practices  we all assume responsibility for taking proper precautions to protect ourselves and those with which we work. We ask that employees report unsafe, insecure or unhealthy conditions immediately to enable us to solve them in a timely manner.

Drugs and alcohol at work

We are required to report to work fit to perform our jobs. Inappropriate use of alcohol or the use of any non-prescription drugs or controlled substances during our working time is prohibited. Failure to adhere to this policy may result in disciplinary action.


Williams Gunter Hardwick is an equal opportunity employer and requires all of its’ people to treat others with respect irrespective of race, creed, gender, religion, marital status, age, or disability. Williams Gunter Hardwick expects this conduct to be mirrored by those organisations with which it works.
The firm will not tolerate any instances of bullying or victimisation within the workspace.

Price sensitive information

In certain instances the firm may be privy to price sensitive information and under such circumstances the information must be kept confidential and not revealed outside the firm. Any such revelations will be regarded as a breach of the firm’s policy on confidentiality.

Conflicts of Interest

Williams Gunter Hardwick has a policy for integrity and trust. The firm must avoid instances where a conflict of interest may arise, whereby the ability to offer impartial and objective advice is compromised due to existing obligations to another client or where personal commitments or relationships prevent impartial advice being provided. The firm will not engage in property dealings that will give rise to a potential conflict of interest.


Occasionally modest gifts may be exchanged in a business context.  No gifts should be exchanged that can result in negative outcomes or give rise to unfair advantage.   All gifts accepted or given should be appropriate and in proportion to the value of the relationship between the parties.
Gifts that would result in the recipient feeling beholden to the donor should be politely refused.

Anti- Bribery and Corruption

The firm is subject to the Bribery Act 2010. We will refrain from accepting or making any payment or commitment which could be construed as an inducement for an action which is illegal or unethical. The firm and its’ people will not misuse and entrusted power for personal gain.

Data Protection

The firm will not abuse personal data which it collects and it will not knowingly pass this information to any third parties. The firm aims to comply with the Data Protection Act 1998.


The firm has a complaints policy which is set out below.
Any complaints should be addressed to Andrew Hardwick ( in the first instance. If the complaint cannot be resolved by direct contact the firm has an established formal complaint handling referral process.

Anti-Money Laundering

The firm complies with the HMRC requirements relating to Anti-Money Laundering.
The Directors are responsible for ensuring that appropriate Anti-Money Laundering Checks are in place.
Appropriate Anti-Money Laundering checks should be in place before appropriate instructions are undertaken.
A proper process is in place in the event that a prospective client fails an Ant-Money Laudering check.
All fee earners are trained to remain alert for suspicious transactions.
Evidence of Anti-Money Laundering checks are retained.
Anti-Money Laundering training is given to all staff.
Processes exist to monitor Anti-Money Laundering process compliance.

Environmental Awareness

Williams Gunter Hardwick takes the effect that its’ activities have on the environment and as such it is our policy to minimise environmental harm caused by our activities. The firm will comply with environmental laws and the firm recognises that it has a serious role in mentoring environmental best practice and responsibility. The firm enforces a recycling policy and strives to make transport choices leading to the lowest environmental impact.

Williams Gunter Hardwick complaint handling procedure

This note outlines the procedure we will follow in dealing with complaints relating to our services.
The procedure is in accordance with the requirements of The Royal Institution of Chartered Surveyors and complies with Rule 7 of the Rules of Conduct for Firms.

Our complaints officer is Andrew Hardwick, Williams Gunter Hardwick, Clifton Heights, Triangle West, Clifton, Bristol  BS8 1EJ
Telephone 0117 922 1222, Mobile 07771 820053, email

If you have a complaint or a question please contact him.

If your complaint is about Andrew Hardwick, please contact one of the other two directors, Malcolm Gunter or Stuart Williams.

If you have made your initial complaint verbally please also make it in writing to Andrew Hardwick.

Once we have your written complaint Andrew Hardwick will contact you within 7 working days to acknowledge the complaint and he will outline Williams Gunter Hardwick’s understanding of the complaint. He will invite you to make further comments about the circumstances of the complaint.

Within 28 days of receiving the written complaint we will write to you to inform you of the outcome of internal investigations into the complaint to let you know what actions we have taken or will take.

If you remain dissatisfied with any aspect of the handling of the complaint and your complaint is of a business nature then we will strive to resolve the complaint swiftly through negotiations. If this is not possible we agree to enter into mediation with you in accordance with the Arbitration Procedure for Surveying Disputes.

The contact details for the Arbitration Procedure for Surveying Disputes are :-

70 Fleet Street
London  EC4Y 1EU

Tel 0207 536 6060

Alternatively if your complaint is not of a business nature, we agree to refer the complaint to the Ombudsman Services : Property (OS:P). This service is free to the consumer.

The contact details for Ombudsman Services are :-
Ombudsman Services : Property
Po Box 1021
Warrington WA4 9FE

Tel 0330 440 1634 or 01925 530 270