Complaint Investigation:
Stage 1 (Internal Review):
A. Assign a senior, impartial employee (not involved in the matter) to investigate the complaint.
B. Conduct a thorough investigation, assessing whether the issue stems from a process failure, ethical breach, or an unforeseen external risk.
C. Maintain accurate records in the Complaints Log to support RICS and ISO auditability.
Complaint Resolution:
A. Determine the appropriate resolution for the complaint, based on the findings of the investigation and the firm’s policies, procedures, and professional obligations.
B. Communicate the outcome of the investigation and the proposed resolution to the complainant, in writing, within 7 business days of receiving the complaint, or as soon as reasonably possible if the investigation requires more time.
C. Ensure that the resolution is implemented promptly and effectively, and monitor the situation to ensure that the issue has been resolved satisfactorily.
D. Every resolution must include an analysis that distinguishes between mitigating the risk and exploiting an opportunity.
Escalation and External Review:
A. If the proposed resolution is unsatisfactory, the complainant must be informed of their right to escalate the complaint: – Internally to a higher authority within the firm. – Externally to the RICS Dispute Resolution Service (CEDR). The CEDR (Centre for Effective Dispute Resolution) offers independent adjudication for disputes between customers and RICS member firms that subscribe to the service. This covers a wide range of surveying activities, including, but not limited to, Professional Advice, Building Surveys, Valuation, Homebuyers Reports, Land Measurement, Auctions, and Help to Buy. External Referral Rights: If a resolution is not reached within 8 weeks, or if a “deadlock letter” is issued sooner, the complainant may refer the matter to the appropriate body: – Consumers (B2C): Refer to the CEDR. – Businesses (B2B): Refer to the RICS Dispute Resolution Service.
B. Cooperate fully with any external review or investigation of the complaint, providing all requested information and assistance, and implementing any required actions or improvements.
C. Any complaint involving a serious breach of RICS Rules of Conduct must be reported directly to RICS, regardless of the internal resolution status. If a complaint is referred to the CEDR then the complainant is referred to RICS Submit a claim or write to the CEDR. If a complaint is referred to the or RICS Dispute Resolution Service, write to the RICS DRS:
For Consumers (B2C)
By Post
100 St. Paul’s Churchyard
London EC4M 8BU
United Kingdom
Tel: +44 (0)20 7536 6000
Fax: +44 (0)20 7536 6001
Email: [email protected]
For Businesses (B2B)
By Post
12 Great George Street, Parliament Square, London SW1P 3AD
United Kingdom
Tel: +44 (0)20 7334 3806
Email: [email protected]
Complaints Monitoring and Improvement:
A. Maintain a complaints register to record and track all complaints received, including the date, complainant details, nature of the complaint, investigation outcome, and resolution.
B. Regularly analyse the complaints data to identify any trends, patterns, or recurring issues, and implement appropriate actions or improvements to address them.
C. Use the complaints data and feedback as input for the firm’s ISO 9001 quality management system, to drive continual improvement in the firm’s services, processes, and customer satisfaction.
By implementing this complaints handling policy, Dobson-Grey can ensure a professional and responsive approach to managing client complaints, in line with regulatory requirements and best practices, while also contributing to the firm’s ongoing improvement and success.
Agreed on by Dobson-Grey Ltd Directors – 11/03/2026