Complaints Handling Procedure

We are committed to providing a professional service to all those with whom we deal. If you feel something has gone wrong, we need to know. This helps us to maintain our standards.

Complaints Handling Procedure (CHP) 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 Alternative Dispute Resolution (ADR) mechanism, approved by RICS.

Stage One

Even 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:

Mrs Jacqueline King, Admel House, 24 High Street, London SW19 5DX

Tel: 020 8971 6780 Email:

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 3 working days. We will let you have our full response within 15 working days of receipt of your complaint. If exceptionally, we are not able to give you a full response in that time, we will update you.

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 Alternative Dispute Resolution (ADR) mechanism, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients:

The Property Ombudsman
Milford House
43–55 Milford Street

t 01722 333306
f 01722 332296



For Business-to-Business Clients:

The Property Ombudsman
As above

OR RICS Dispute Resolution Service

55 Colmore Row
B3 2AA t 020 7334 3806

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

24 High Street,
Wimbledon Village,
London SW19 5DX

Tel: +44 (0)20 8971 6780
Fax: +44 (0)20 8946 3683