Complaints Procedure

We are required by the Royal Institution of Chartered Surveyors to set out our procedure for the handling of a complaint. 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 as they arise and you should contact the relevant person. Details are below:

Tunbridge Wells:
Darrell Barber 01892 533733

Tonbridge:
Dominic Tomlinson01732 350503

2. If you have initially made your complaint verbally whether face to face with a member of staff or by telephone, please also make it in writing, addressed to the above named.

3. Once we have received your written complaint, the person dealing with this complaint will contact you in writing within 7 days. At this stage we will give you our understanding of your case. We will also invite you to make any further comments that you may have in relation to this.

4. Within 21 days of receipt of your written summary, the person dealing with your complaint will write to you to inform of the outcome of his internal investigation into your complaint, and let you know what actions have been or will be taken.

5. If you are a consumer client and remain dissatisfied with any aspect or our handling of your complaint, we agree to the referral of your complaint to the Property Redress Scheme:

Premiere House
1st Floor
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Tel: 0333 321 9418

Email: info@propertyredress.co.uk

Website: www.theprs.co.uk

6. If you are a commercial client and the complaint has not been resolved to your satisfaction, we agree to the referral of your complaint to the Arbitration Procedure for Surveying Disputes operated by the:

IDRS Ltd.
24 Angel Gate
City Road
London
EC1V 2PT

Tel: 0207 520 3800 Fax: 0207 520 3828

Email: info@idrs.ltd.uk

Website: www.idrs.ltd.uk

Dated: 02.07.2026