Complaints Handling Procedure for Ashington Hill

RICS Regulated Firm

1. Purpose

At Ashington Hill, we are committed to upholding the highest standards of professionalism, integrity, and client satisfaction. This Complaints Handling Procedure outlines how we address concerns raised by clients, stakeholders, or members of the public regarding our services, employees, or adherence to RICS (Royal Institution of Chartered Surveyors) standards. Our goal is to resolve complaints fairly, transparently, and promptly, ensuring trust in our operations and compliance with regulatory obligations.

2. Scope

This procedure applies to all complaints made against:

  • The company itself.
  • Any employee, agent, or representative acting on behalf of the company.
  • Services provided under the RICS Code of Conduct or professional standards.

It does not cover:

  • Non-RICS related disputes (e.g., personal grievances unrelated to professional services).
  • Legal claims that require formal litigation.

3. Definitions

  • Complaint: A formal expression of dissatisfaction regarding our services, conduct, or processes.
  • Complainant: The individual or entity raising the complaint.
  • Respondent: The employee, agent, or the company being complained about.
  • Regulatory Authority: RICS or any other relevant professional body.

4. Procedure for Submitting a Complaint

Step 1: Initial Contact

  • Complainants must submit their complaint in writing (email, letter, or via our contact us section on our website).
  • Include:
    • Full name and contact details.
    • A clear description of the issue, including dates, parties involved, and any supporting evidence.
    • Desired resolution.

Step 2: Acknowledgment

  • We will acknowledge receipt of the complaint within 5 working days, assigning it a unique reference number for tracking.

Step 3: Investigation

  • A designated Complaints Officer (or senior manager) will investigate the matter thoroughly and impartially.
  • The investigation will typically be completed within 20 working days, though complex cases may take up to 40 working days.

Step 4: Resolution

  • We will provide a detailed written response to the complainant, outlining:
    • Findings of the investigation.
    • Actions taken to resolve the issue.
    • Any disciplinary or corrective measures.
  • If the complaint involves a breach of RICS standards, we will report it to the Regulatory Authority as required.

Step 5: Escalation

If the complainant is dissatisfied with the resolution, they may escalate the matter to the RICS Professional Conduct Committee or another relevant regulatory body.

5. Escalation to Independent Redress

If the complainant is dissatisfied with our final response, they may refer the matter to an independent redress provider.

Ashington Hill is a regulated firm under the Royal Institution of Chartered Surveyors (RICS) and participates in the RICS-approved alternative dispute resolution (ADR) scheme provided by:

RICS Dispute Resolution Service (DRS)
Website: https://www.rics.org/drs
Email: [email protected]
Telephone: 020 7334 3806

RICS DRS offers independent dispute resolution for professional services delivered by RICS-regulated firms. Complaints must typically be referred to the scheme within 12 months of receiving our final written response.

You may also raise concerns about professional conduct directly with:

RICS Regulation
Website: https://www.rics.org/regulation
Email: [email protected]

6. Confidentiality and Data Protection

  • All complaints will be handled confidentially, with information shared only with those directly involved in the investigation.
  • Personal data will be processed in compliance with GDPR and other applicable data protection laws.

7. Timeframes and Deadlines

  • Complainants must raise concerns within 6 months of the incident or when they became aware of the issue.
  • Delays may affect our ability to investigate or resolve the complaint.

8. Review and Improvement

  • We will review all complaints to identify systemic issues and improve our services.
  • Annual summaries of complaints and resolutions will be shared with the board and used to update training and policies.

9. Non-Retaliation Policy

The company will not tolerate retaliation against any employee or complainant for raising a genuine concern.

10. Contact Information

For questions or to submit a complaint, contact:

Ashington Hill
Laura Rogers
Email: [email protected]
Phone: 07525084785

Note: This procedure is aligned with RICS Code of Conduct and UK regulatory requirements. For complex disputes, complainants may seek independent legal advice.

This document is a living policy and subject to annual review to ensure compliance with evolving standards.

Why this matters: We understand that complaints can be stressful. Our process is designed to treat every concern with the care and urgency it deserves, ensuring accountability and trust. Your feedback is not just a formality—it’s a vital part of our commitment to excellence.

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