We are an RICS-regulated firm and operate a formal complaints-handling procedure. We want to hear if something has gone wrong.
Please put your complaint in writing to Evan Williams, Executive Director, at [email protected] (or [email protected]), setting out what happened and what you would like us to do. We will acknowledge your complaint within 7 days and send a full written response within 28 days. If we need longer, we will tell you why and when to expect our reply.
If you are not satisfied with our response, you may ask for the matter to be reviewed by Julius Windels, Director, who will issue our final written response within 28 days of your request.
If you remain dissatisfied after our final response — or if 8 weeks have passed since you first complained — you may refer the matter to our independent redress provider, [RICS-approved redress scheme — to be confirmed], whose decision we will abide by. As an RICS-regulated firm we are required to offer access to independent redress.
We keep a record of all complaints and the action taken, and review them to improve our service.