Complaints Handling Procedure

A complaint is an expression of dissatisfaction about our service, whether relating to communication, delays, conduct, fees, administration, or the content, accuracy or clarity of a report.

If you wish to make a complaint, please contact us in writing and provide your name, contact details, the property address or instruction reference, a clear summary of your complaint, any relevant documents or photographs, and the outcome you are seeking.

Complaints should be addressed to:

We will acknowledge receipt of your complaint within 7 days. Your complaint will be recorded and reviewed, and we will aim to provide a full written response within 28 days. If more time is required, we will explain why and confirm when you can expect our response.

If you remain dissatisfied following our response, you may request a further review in writing within 14 days. We will aim to provide our final written response within 28 days of receiving your request for review.

Our final response will explain our understanding of the complaint, the steps taken to investigate it, our findings, whether the complaint is upheld, partially upheld or not upheld, and any proposed remedy where appropriate.

If the complaint cannot be resolved through our internal procedure, you may refer the matter to our appointed Alternative Dispute Resolution provider:

For consumer complaints, the ADR process is free for the consumer. Sterling Chase Surveys Limited will not seek to recover the cost of consumer ADR from the complainant.

You may also contact RICS Regulation where your complaint raises concerns about the professional conduct of a RICS member or RICS-regulated firm.

We keep a complaints log and retain complaint records securely and confidentially in accordance with our professional and data protection obligations. We also review complaints to identify lessons learned and improve our service.