We aim to give every client a clear, professional service. If something falls short we want to hear about it, and we will put it right wherever we can. This is the two stage procedure every complaint follows, operated under Rule 7 of the RICS Rules of Conduct for Firms.
Acknowledged in 7 days
Every formal complaint is confirmed in writing within one week.
Full response in 28 days
A written outcome from a senior member of the firm.
Independent redress
Free referral to a third party if you remain dissatisfied.
Our commitment to you
Thistle Surveying Ltd is regulated by the Royal Institution of Chartered Surveyors. Under Rule 7 of the RICS Rules of Conduct for Firms, every regulated firm must operate a written complaints handling procedure that includes an approved alternative dispute resolution mechanism, and must keep a log of all complaints received. This page sets out ours, and we confirm it to every client in our Terms of Engagement.
A complaint costs you nothing. It will be handled by a senior member of the firm who was not responsible for the work in question wherever that is possible, and it will never affect the service you receive from us.
Most concerns are resolved quickly and informally. If you are unhappy with a report, an inspection or the way a matter has been handled, speak to the surveyor dealing with your instruction first. If that does not resolve it, use the formal procedure below.
Complaints Handling Officer
All formal complaints are directed to our Complaints Handling Officer, who owns the process from acknowledgement to final response.
Complaints Handling Officer, Thistle Surveying Ltd, 1A King Edward Road, Moseley, Birmingham, B13 8HR
Please mark correspondence “Formal Complaint” so it reaches the right person without delay.
The Process
Two stages, clearly defined
Stage one is handled in house. If you remain dissatisfied once we have given our final response, stage two puts the matter in front of an independent third party at no cost to you.
1
In house investigation
Stage one — our internal review
Put your complaint in writing to the Complaints Handling Officer. If writing is difficult for you, call us and we will take the details down and send you a written summary to confirm.
1
Written acknowledgement
We acknowledge your complaint in writing within seven working days, confirming what we understand it to be and naming the senior person investigating it.
2
Investigation by a director
A director or senior manager reviews the file, the report, the site evidence and all correspondence, and speaks to the surveyor concerned. We may ask you for further information or revisit the property.
3
Formal written response
You receive our findings in writing within twenty eight days of acknowledgement, with our reasons and any remedy we propose. Where a complaint is complex this may take up to eight weeks, and we will tell you if that applies.
2
Independent redress (ADR)
Stage two — alternative dispute resolution
If you are unhappy with our final response at stage one, you can escalate the matter to an independent, RICS approved alternative dispute resolution provider. We will confirm which scheme applies to your instruction.
1
Refer the complaint
Contact the provider directly using the details below. You do not need our permission, and for consumer clients the service is free of charge.
2
Independent assessment
They review the evidence from both sides impartially. We co-operate fully and supply the complete file on request.
3
Binding outcome
Their decision binds the firm. It does not remove your right to take legal advice or pursue the matter through the courts.
Timescales we work to
7 days
Acknowledgement
Written confirmation that we have your complaint and who is handling it.
14 days
Progress update
If the investigation is still open, we tell you where it has got to.
28 days
Final response
Our findings, our reasons and any remedy, in writing.
12 months
Right of referral
The window in which you can take the matter to independent redress.
Working days exclude weekends and public holidays. If a complaint is complex and we need longer, we will tell you why and give you a revised date in writing.
What to include
The more detail you give us at the outset, the faster we can investigate. Where possible, please tell us:
Your name, address and the best way to reach you
The property address and the date of the inspection or report
Our reference number, if you have it to hand
What went wrong, in as much detail as you can give
Copies of any documents, photographs or correspondence that support the complaint
What you would like us to do to put it right
How we handle it
A director or senior manager
Your complaint is investigated by a senior person in the firm, wherever possible someone with no involvement in the original instruction.
Full file review
We examine the site notes, photographs, the report as issued and all correspondence before reaching a view.
Insurers notified early
As RICS requires, we notify our professional indemnity insurance broker or insurer as soon as a complaint is received, which protects the cover available to you.
Logged and reviewed
Every complaint is entered in the firm's complaints log with the investigation and outcome, retained for a minimum of six years and used to improve how we work.
Stage Two
Independent redress
If you are not satisfied with our final response, or we have not replied within eight weeks, you can refer the complaint to an independent redress provider. Their decision is binding on us. Referral is free of charge to you.
Consumer clients
The Property Ombudsman (TPO)
For private individuals instructing us on residential work such as surveys, valuations and reports on their own home. Free of charge to consumers.
Other alternative dispute resolution providers approved by RICS include the Property Redress Scheme (PRS) and the Centre for Effective Dispute Resolution (CEDR). You must normally refer a complaint to a provider within twelve months of our final response. Referring a complaint does not affect your legal rights, and you may take independent legal advice at any point.
What this procedure does not cover
This procedure deals with the service you have received from Thistle Surveying. Four types of matter are handled elsewhere.
Misconduct reports about a member or firm
Allegations of professional misconduct, including whistleblowing, go directly to the RICS Regulation team through its online reporting forms rather than through this procedure.
Employee grievances
Internal HR and staff grievance matters are dealt with under the firm's employment policies.
RICS fees and governance
Appeals about RICS subscription fees or its strategic governance are matters for RICS itself.
Matters already adjudicated
Issues already decided through formal RICS processes, such as APC appeals or disciplinary panels, cannot be reopened here.
Common questions
No. A complaint is treated as information we need, not as a dispute. Your instruction continues to be handled professionally throughout, and the outcome of a complaint never changes the fee agreed with you unless we decide a reduction is the right remedy.
No. Both stages are free. There is no charge for our internal review and no charge for referring the matter to an independent redress provider.
Tell us which part of the report you disagree with and why. In many cases the quickest resolution is for a senior surveyor to re-examine the evidence, and where it is warranted we will revisit the property and issue a clarification or an amended report.
Yes, provided you have their written authority to act. Send that authority with the complaint so we can share the details of the instruction with you.
Come to us as soon as you can, while the detail is fresh and the evidence is still available. A complaint should normally reach an independent redress provider within twelve months of our final response.
We keep a complaints log recording every complaint, the investigation and the outcome. RICS may inspect that log as part of its regulatory monitoring, and we are required to report certain matters to it. Records are retained for a minimum of six years.
This procedure deals with the service you have received from the firm. Allegations of professional misconduct against an RICS member or a regulated firm, including whistleblowing, should be reported to the RICS Regulation team directly using its online reporting forms.
Need to raise a complaint?
Write to our Complaints Handling Officer and we will acknowledge it within seven working days. If you would rather talk it through first, call the office and ask for the complaints team.
