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Complaints Procedure

This Complaints Handling Procedure (CHP) sets out a clear, transparent, and effective procedure for managing complaints in accordance with the requirements of the Royal Institution of Chartered Surveyors (RICS). It ensures that all complaints are handled fairly, consistently, and promptly.

Scope

This policy applies to all services provided by the firm, including those delivered by employees, consultants, and subcontractors.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether verbal or written, made by a client or other party in relation to the firm’s services or conduct, where a response or resolution is explicitly or implicitly expected.

Principles

The firm is committed to:

  • Acknowledging complaints promptly

  • Investigating complaints impartially

  • Responding in a timely and professional manner

  • Learning from complaints to improve services

Stage 1-Internal Review

  • Complaints should be made in writing where possible and addressed to the designated Complaints Handling Officer (CHO).

  • The complaint will be acknowledged within 7 days of receipt.

  • A full written response will be provided within 28 days.

  • If more time is required, the complainant will be informed with reasons and a revised timeline.

Stage 2: Independent Redress 

  • If the complainant is dissatisfied with the Stage 1 response, the complaint may be referred to an independent redress provider approved by RICS.

  • The firm has appointed The Property Ombudsman as its independent redress provider.

  • The complainant can contact the scheme as follows:

    The Property Ombudsman
    Milford House
    43–55 Milford Street
    Salisbury
    Wiltshire
    SP1 2BP
    Website: www.tpos.co.uk
    Email: admin@tpos.co.uk
    Telephone: 01722 333 306

  • The decision of the redress provider is binding on the firm (subject to the scheme’s terms and conditions).

Complaints Handling Officer (CHO)

The firm appoints a senior member of staff as the CHO, responsible for:

  • Managing the complaints process

  • Ensuring compliance with this policy

  • Maintaining records of complaints

  • Reporting trends and improvements

Timeframes Summary

  • Acknowledgement: within 7 days

  • Full response: within 28 days

  • Referral to redress: after completion of Stage 1

Record Keeping

  • A log of all complaints will be maintained, including:

  • Date received

  • Nature of complaint

  • Actions taken

  • Outcome

  • This information will be retained for a minimum of 6 years.

Confidentiality

  • All complaints will be handled confidentially in accordance with data protection regulations.

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