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​We realise that sometimes things can go wrong, we are all human. We believe the important things about making mistakes is correcting them as quickly as possible and learning from them. This enables us to provide you and our other clients with a better service. We welcome continual feedback and continually try to improve our service to clients. 

If you have a complaint, then this note sets out the procedure which we will follow in dealing with that complaint.

1.  A person has been appointed in each of our offices to deal with complaints, and you should not hesitate to contact the relevant Director of the firm as shown below:

  • Richard Barnes 07958 996375

2.  Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it.

3.  Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

4.  Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of his investigation and to let you know what actions have been or will be taken.

5.  In addition to our Complaints Handling Procedure we operate the following redress mechanisms approved by RICS. If you are still unhappy with the result of any of the above, you may refer your complaint to the Ombudsman Service as a private individual.

Details are available from:

PO Box 1021



Tel: 0845 050 8181

Or the Surveyors Arbitration Scheme as a commercial client if it falls within the scope of the scheme.

Details are available from:

IDRS Limited

24 Angel Gate

City Road



Tel: 020 7520 3800

Rev A: Jan 2009