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Complaints

Complaints

Find out how to make a complaint about RICS, or an RICS-regulated firm or professional.

Sometimes things go wrong, but it’s important to us that we remedy problems quickly and efficiently.

If something has gone wrong, or we have not met our service standards, you can find out how to contact us below.

How to complain about our service or an RICS product

  • Step 1: email our Service Improvement Team
  • Step 2: what happens next?

Step 1: email our Service Improvement Team

For complaints about RICS products, or the service you have received from us

Please complete our complaints form

If you'd like to write to us:

Service Improvement Team, RICS, 53 Colmore Row, Birmingham, B3 2AA

Step 2: what happens next?

Handling your complaint

Our service improvement team will acknowledge your complaint within five working days and you can expect a full response within 15 working days.

Escalating a complaint

If you feel we have not resolved your complaint satisfactorily, you can ask for it to be referred to our UK Managing Director who will investigate and respond within seven working days.

How to complain about RICS-regulated firms or professionals

  • Step 1: raise the complaint with the firm or professional
  • Step 2: take the complaint to an ombudsman or ADR
  • Step 3: take the complaint to RICS

Step 1: raise the complaint with the firm or professional

Many complaints can be resolved directly by the firm or professional you are complaining about.

We would usually ask you to contact them to raise your complaint first. Even if the professional works alone, you should raise the complaint directly with them, as most surveyors would rather have a chance to put issues right before a formal complaint is made.

All our regulated firms must have a complaints handling procedure (CHP), which they should send you on request. There are some types of complaint where the firm’s CHP may not apply: for example, where a surveyor is acting as an expert witness in litigation, or in the UK, where a surveyor is acting in a matter relating to a party wall and the complaint falls within the areas of dispute which must be resolved under the party wall legislation.

A firm’s CHP must include details of an independent body like an ombudsman service which can help to resolve disputes: we call this an alternative dispute resolution provider.

Step 2: take the complaint to an ombudsman or ADR

Alternative dispute resolution

A firm’s CHP must include details of an independent body like an ombudsman service which can help to resolve disputes: we call this an alternative dispute resolution provider. 

We would suggest that you approach them if the firm or professional cannot resolve your complaint. We cannot order professionals or firms to compensate you or take steps to correct mistakes, but an ADR provider can. If you are not a client of the firm, the ombudsman will not usually be able to consider your complaint.

If your complaint is against an RICS member who does not work for a regulated firm, or if the firm you want to complain about is outside the UK, using an ADR provider requires the consent of the member or firm and the provider may charge a fee.

If you can’t resolve your complaint directly with the firm or member, you can complain directly to RICS, but our powers are only to consider disciplinary action. We cannot order compensation, or someone to take steps to put a mistake right, and you may want to take your own legal advice on the options open to you.

Step 3: take the complaint to RICS

Submit your complaint

We regulate the professional conduct of our professionals and regulated firms. We consider the complaints we receive to decide whether there is evidence that a professional or firm has fallen short of our standards. If we think these standards have not been met, we can decide to resolve any issues through advice, more training for the professional or we may decide that we need to take disciplinary action to protect the public.

The standards that we expect from professionals and firms are set out in our Rules of Conduct for Members and Firms.

If you want to complain about an RICS professional or firm, please fill out our complaint form and send it to us along with any evidence you would like us to consider. We will ask whether you have used the firm’s CHP, so it is helpful if you can include any letters or emails you have sent to the firm or professional and their responses to your complaint so far.

We will usually ask you to submit your complaint in writing so we can send a copy to the professional complained about. If you are unable to put your complaint in writing, please call our regulatory helpline and we will do our best to help you.

Complete our complaints form