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    Overview

    In some limited circumstances, you may be able to access independent alternative dispute resolution (ADR) where your complaint relates to services provided by a firm that was regulated by RICS at the time the work was carried out but has since ceased to be regulated by RICS.

    This arrangement is subject to eligibility criteria, including time limits, and applies only in specific circumstances where the firm is no longer part of the RICS regulatory framework.

    Meeting the eligibility criteria does not guarantee access to ADR.

    This page explains when the arrangement may apply, who may be eligible, and how to apply.

    Yes. You should normally raise your complaint directly with the firm using its internal complaints procedure where this is possible, for example where the firm is still in business and/or its directors are still contactable.

    You may be eligible to access ADR under this arrangement where:

    • you have raised your complaint with the firm; and
    • the complaint has not been resolved after eight weeks, there has been no meaningful engagement with the complaint, or the firm has not responded.

    If you believe your complaint may be eligible, you should contact RICS using the dedicated email address for these cases:

    consumerprotectionclaim@rics.org

    You will need to provide relevant information, which may include:

    • details of the firm and the work undertaken
    • a description of your complaint
    • relevant dates, including when services were provided
    • evidence of attempts to resolve the complaint with the firm
    • relevant supporting documents and evidence relating to the complaint.


    RICS will carry out an initial assessment to determine whether your complaint appears to fall within scope. RICS does not assess the merits of your complaint. If the case appears to be in scope, it may be referred to an independent ADR provider.
     

    What happens next?

    If your complaint meets the requirements of the arrangement, it may be referred to an independent ADR provider.

    The ADR provider is independent of RICS and will review the complaint and evidence in accordance with its own procedures.

    Outcomes may include:

    • upholding the complaint and making an award or requiring action
    • not upholding the complaint
    • other outcomes in line with the ADR provider’s rules


    Not all complaints will result in an award.

    Depending on the circumstances of your complaint, there may be several possible routes available to you. These can include:

    • access to independent ADR through this arrangement (where eligibility criteria are met)
    • pursuing a claim through the courts
    • making a claim against a firm’s professional indemnity insurance where cover may respond to the claim
    • seeking independent legal advice about the options available to you.

    The most appropriate route will depend on the nature of the complaint and the circumstances of the case. RICS does not provide legal advice.
     

    Not all complaints will be eligible for this ADR arrangement.

    Where ADR is unavailable, or where you choose not to use it, other options may still be available. Depending on the circumstances, these may include pursuing a claim through the courts, seeking legal advice, or exploring whether a firm’s professional indemnity insurance may respond to your claim.

    RICS cannot provide legal advice and cannot determine whether a claim will succeed. Consumers may wish to obtain independent legal advice before pursuing these routes.

    Further information

    If you are unsure whether your complaint is eligible, it may be helpful to first review the eligibility criteria and information on this page, which explain the type of cases that may fall within this ADR arrangement.

    If, after doing so, you think your complaint may be eligible, you can contact RICS using the dedicated email address, consumerprotectionclaim@rics.org.

    We will review your enquiry to determine whether your complaint appears to fall within scope of this ADR arrangement. RICS does not provide legal advice. We can provide general information about the ADR arrangement and the processes described on this page.