As a member of the RICS, we have in place a CHP, which seeks to meet their regulatory requirements.  Our CHP has two stages.  Stage one of the CHP gives our partnering firm the opportunity to review and consider your complaint in full.  Our partnering firm will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to stage two.  Stage two gives you, the client, the opportunity to have your complaint reviewed and considered by a fully independent redress provider, approved by RICS.

Stage One

 If you have spoken to us about your complaint, please put the details of your complaint in writing.  We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.  Please send your written complaint to our registered company offices:

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days.  If we are not able to give you a full response, we will update you within 28 days.

Our response will be copied to our Partnering Firm, a practice of Chartered Building Surveyors familiar with the service under consideration. If you are not satisfied with our first replies, you will be asked to set out your outstanding concerns (again, in writing) and forward these details to the Partnering Firm for their stage one adjudication. Their responses are not binding on either party. However, the intention here is to resolve matters where possible before proceeding to Stage Two.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board.  We will send you details of the selected redress provider(s) in our acknowledgement under stage one.

A different provider is named for either Consumer or Business-to-Business clients.