Complaints Handling Procedure

As a firm regulated by the RICS we have a formal 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 independent redress provider, approved by the RICS.

Stage One

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:

Patrick Woodford MRICS FAAV

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.

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 independent redress provider, as approved by the RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients in relation to Residential Estate Agency, Lettings Agency or Property Management

For Consumer Clients in relation to Surveying and Professional Services

For Business-to-Business Clients: the Arbitration Procedure for Surveying Disputes

Symonds & Sampson is regulated by RICS for the provision of surveying services. This means we agree to uphold the RICS Rules of Conduct for Firms and all other applicable mandatory professional practice requirements of RICS, which can be found at As an RICS regulated firm we have committed to cooperating with RICS in ensuring compliance with its standards. The firm’s nominated RICS Responsible Principal is Richard Miller, Managing Partner, [email protected], 01305 236237.

Consumer Credit or Insurance Mediation

If your complaint relates to the provision of consumer credit or insurance mediation services and you haven't received a final response within 8 weeks from the date of your complaint, or you are dissatisfied with the final response you have received (at any stage of the process), you can write to:

  • Financial Ombudsman Service (FOS), South Quay Plaza, 183 Marsh Wall, London, E14 9SR

You must refer your complaint to the Financial Ombudsman within 6 months of the date of the final response.

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