If you're not happy with a product or service from RICS, or if we haven't met the standards we promised, we want to make things right. Sometimes things go wrong, but it's important to us that we resolve problems quickly and efficiently. You can find out how to raise your concerns below.
What do we cover
This procedure is for complaints about RICS services, and behaviour.
What we don't cover
This procedure doesn't cover:
- Report concerns about a RICS Member or RICS-Regulated Firm – these are handled by our regional Regulation teams. Please use our online form to report these concerns.
- RICS employee complaints – employees should contact the People Team for internal procedures.
- Appeals about subscription rates or strategic direction – these decisions are made by our governance boards. We'll record your feedback but can't pursue it through this procedure.
- Decisions already reviewed through formal procedures – such as APC referrals or disciplinary matters.
How to complain
There are several ways you can contact us if you want to make a complaint.
Online Form
The quickest way to complain about RICS products or services.
It will guide you step by step.
Please complete our complaints form for RICS products or services
You can send your complaint to us by email if that feels easier.
Please include your name, contact details, and a short description of what happened.
Post
If you would rather write to us, you can post to:
RICS Regulation
55 Colmore Row
Birmingham
B3 2AA
If writing or online forms are difficult, Please call us on +44(0)2476 868 555. Hours available: 9.00 am - 5.00 pm, Monday to Friday
What happens next
Stage 1 - First contact
Our service improvement team will acknowledge your complaint within five working days, and you can expect a full response within 15 working days unless we need to contact a third party for information regarding your complaint. In this case we will provide you with a timescale for your response within 15 days and keep you regularly updated thereafter.
Stage 2 - Escalation
If you’re dissatisfied with our response, you can escalate your complaint by contacting a manager with your case reference number. The manager will review notes and investigations, ensure the outcome is fair, and contact you within 48 hours. They will identify key issues with you and decide the best resolution to address your concerns effectively.
Stage 3 - Review for appeal
If you are not satisfied with our response at this point and we have confirmed that there is nothing more we can do, you may be able to make an appeal for certain complaint matters. We have various appeal mechanisms depending on the type of complaint and you should seek advice from your complaint contact. You will need to submit a written declaration that you wish to do so within 28 days of the date of the outcome.
