Effective Date: 10 July 2026
Review Date: Annually
1. Our Commitment
Lawson & Partners LLP is committed to providing a professional, responsive and high-quality service. If you are dissatisfied with any aspect of our service, we want to know so that we can investigate your concerns fairly, resolve issues promptly and continually improve our services.
2. Purpose
This procedure explains how complaints can be made, how they will be investigated and how unresolved complaints may be referred to an independent redress provider in accordance with RICS requirements.
3. What is a Complaint?
A complaint is any expression of dissatisfaction, whether verbal or written, regarding the professional services provided by Lawson & Partners LLP or the conduct of our staff.
4. Stage One – Internal Complaint
Please submit your complaint to the Complaints Handling Officer. We will acknowledge receipt within seven working days, investigate the issues raised and provide a written response as soon as reasonably practicable.
5. Stage Two – Independent Redress
If, after receiving our final written response, you remain dissatisfied, you may refer your complaint to an independent redress provider.
The appropriate organisation depends on whether your complaint is made as a consumer or in the course of business.
Consumer Complaints
You may refer your complaint to:
The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333 306
Website: The Property Ombudsman
Business-to-Business Complaints
You may refer your complaint to:
RICS Dispute Resolution Service
Surveyor Court
Westwood Way
Coventry
CV4 8JE
Telephone: 020 7334 3806
Website: RICS Dispute Resolution Service
Please note that each independent redress provider has its own eligibility criteria, procedures and time limits. We recommend reviewing the relevant scheme rules before submitting a complaint
6. Complaint Investigation
We will review all relevant information, speak to those involved where appropriate and provide a fair, impartial and evidence-based response.
7. Complaint Records
Complaints are recorded in a confidential register and periodically reviewed to identify trends and opportunities for service improvement.
8. Professional Indemnity
Where appropriate, complaints will be notified to the firm’s Professional Indemnity Insurers in accordance with policy requirements.
9. Accessibility
If you require this procedure in an alternative format or need reasonable adjustments, please contact us and we will be pleased to assist.
10. Contact Details
Complaints Handling Officer
Sarah Clark
Lawson & Partners LLP
4 Conduit Street
London W1S 2XE
Telephone: 07788 293 086
Email: sarah@lawsonandpartners.com
11. Review
This procedure will be reviewed annually and following any significant changes to RICS requirements or legislation.