Complaints Handling Procedure
North Cotswold Surveyors Limited
Last updated: 3rd December 2025

At North Cotswold Surveyors Limited, we are committed to providing a high-quality, professional service. If something goes wrong, we want to know about it and put it right as quickly as possible.
This Complaints Handling Procedure follows the requirements of the Royal Institution of Chartered Surveyors (RICS) and consists of two stages:
1. Internal review
2. Independent redress

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Stage One – Internal Complaints Procedure
The complaints handling office is a Director of the company, Mr Robert Holley MRICS. If you have a complaint, please submit it in writing and address it to:

Complaints Officer
North Cotswold Surveyors Limited
2–3 Sheldon House, Sheep Street
Shipston-On-Stour
Warwickshire
CV36 4AF

Email: info@northcotswoldsurveyors.co.uk
Telephone: 07779 095241
Please include:
 Your name and contact details
 The nature of the complaint
 The property or instruction it relates to (if applicable)
 Any supporting information or documents

What happens next?
1. We will acknowledge receipt of your complaint within 3 working days.
2. We will conduct a full investigation and review all relevant files, instructions, and communications.

3. A formal written response will be issued within 15 working days of the acknowledgement.
4. If the matter is complex and requires more time, we will inform you and provide an updated timescale.

If you remain dissatisfied after receiving our final written response, you may progress the complaint to Stage Two, where the matter will be independently reviewed.

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Stage Two – Independent Redress (External Review)
If, after completing our internal process, you are still unhappy with the outcome, you may refer your complaint to one of the following independent redress schemes (depending on the type of work undertaken):

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1. The Property Ombudsman (TPO) (For estate agency, lettings, and property-related consumer complaints)
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Website: www.tpos.co.uk
Telephone: 01722 333306
Email: admin@tpos.co.uk

You must refer the complaint to TPO within 12 months of our final written response.

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2. RICS Dispute Resolution Service (RICS DRS) (For surveying, valuation, professional advice and consultancy-related complaints)

RICS Dispute Resolution Service
55 Colmore Row
Birmingham
B3 2AA
Website: www.rics.org/drs
Email: drs@rics.org

Telephone: 020 7695 1670

RICS DRS provides independent review, mediation, arbitration, or expert determination
services.

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Further Information
 You may refer your complaint to only one redress provider.
 We will cooperate fully with any independent investigation.
 Using this Complaints Handling Procedure does not affect your legal rights.