Agreed February 2018. Updated September 2018, due to change in Consumer CHP Provider
As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements.
Our CHP has two stages.
• Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our 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 an independent redress provider.
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:
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.
Should the named Complaints Handling Officer be involved in the complaint, the acting Complaints Handling Officer will be Mr Bruce Clark, who should be contacted at the address as above.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to the following independent redress providers:
The Property Ombudsman Limited
43-55 Milford Street
Tel: 01722 333 306
Business to Business Complaints
RICS Dispute Resolution Service
Surveyor Court, Westwood Way, Coventry, CV4 8JE
Tel: 020 7334 3806