If you have any questions on ADR in the Americas, please contact us through americasregulation@rics.org.
Complaints handling
The main page for complaints handling by RICS members and RICS-regulated firms refers specifically to ADR in the context of RICS members and firms handling complaints.
ADR requirements for RICS-regulated firms
The Rules of Conduct specify that it is mandatory for all RICS-regulated firms to publish a complaints-handling procedure that includes an ADR provider.
ADR requirements for RICS members outside of an RICS-regulated firm
In accordance with the Rules for the registration of schemes, RICS members who undertake work outside of an RICS-regulated firm but are registered on certain RICS schemes must have in place a complaints-handling procedure which includes an ADR mechanism.
Different ADR providers cover different kinds of complaints, and their fee structures are different. RICS-regulated firms should familiarise themselves with different providers to make the right choice for them.
Meeting the requirements in your region
The RICS Standards and Regulation Board (SRB) maintains a list of approved ADR providers that members/firms can choose from in each region, for both business-to-business and consumer-to-business complaints. These are set out in the documents below.
If an RICS-regulated firm wishes to use an ADR mechanism not on these lists, then they must seek SRB approval. For guidance on the lists of approved ADR providers and seeking SRB approval, please see the individual guidance documents for each region below.
RICS has a default provider for consumer ADR for those UK-based regulated firms who have not otherwise chosen a provider. For more information about RICS’ default ADR provider, the Centre for Effective Dispute Resolution (CEDR), see Default provider for ADR – UK consumer complaints.
Meeting the requirements in your region
The Alternative dispute resolution (ADR) mechanisms – UK and Ireland guide sets out the list of approved ADR mechanisms, including business-to-consumer ADR mechanisms and business-to-business ADR. It also contains information on seeking SRB approval for alternative ADR mechanisms.
The Centre for Effective Dispute Resolution (CEDR) is the default ADR provider for consumer complaints for UK-based RICS-regulated firms. Please refer to the separate page here where this is relevant. It is not mandatory to use CEDR’s services. Firms can select another ADR provider on the approved list.
If you have any questions on ADR in the UK and Ireland, please email regulation@rics.org.
Alternative Dispute Resolution Mechanisms - UK And Ireland (PDF 0.57MB)
Published date: 23 July 2026
The Alternative dispute resolution (ADR) mechanisms – EMEA guide sets out the list of approved ADR mechanisms, including consumer redress mechanisms and business-to-business ADR, for EMEA. It also contains information on seeking SRB approval for an alternative ADR mechanism.
RICS automatically recognises and approves the European Commission’s list of organisations for consumer-facing ADR involving consumer claims. This list would meet the requirements as set out in the Rules of Conduct.
The Centre for Effective Dispute Resolution (CEDR) is approved throughout the EMEA region. A firm using CEDR should select CEDR for consumer redress in its annual return and include CEDR in its complaints-handling procedure.
The firm must also register directly with CEDR.
If you have any questions on ADR in EMEA, please email regulation@rics.org.
Alternative Dispute Resolution Mechanisms - EMEA (PDF 3.35MB)
Published date: 02 June 2025
The ‘FAQ: Alternative Dispute Resolution Providers - Asia Pacific’ guide sets out the list of approved ADR mechanisms.
If you have any questions on ADR in Asia Pacific, please email regulationapac@rics.org
FAQ: Alternative Dispute Resolution Providers - Asia Pacific (PDF 0.42MB)
Published date: 07 February 2019
ADR FAQs
Alternative dispute resolution (ADR) is a way to resolve disputes between clients and firms after an internal complaints procedure has been exhausted. It is less costly and time-consuming than having to go to court. ADR is used to resolve complaints in lots of different sectors, including financial services, energy and telecoms.
ADR can be used to resolve disputes between an RICS member or regulated firm and their commercial clients (known as ‘business-to-business’), or between an RICS member or regulated firm and a consumer (‘business-to-consumer’).
ADR is an important part of RICS regulation and helps to protect the public. Rule 5 of the Rules of Conduct states RICS members and firms must act in the public interest, take responsibility for their actions and act to prevent harm and maintain public confidence in the profession.
RICS-regulated firms must have an ADR provider approved by the RICS Standards and Regulation Board (SRB). RICS members who work outside of an RICS-regulated firm but are registered on certain RICS schemes must also have an ADR provider.
The ADR mechanisms used for complaints received from consumers must be a redress mechanism that is free to the consumer. A consumer can be broadly defined as a person who is not acting in the course of any business.
Members and firms must not dissuade complainants from approaching an ADR provider, RICS or any other regulatory body.
RICS-regulated firms and those members who are subject to RICS scheme requirements to offer ADR provision must:
- find an ADR provider (or providers) that is appropriate for the professional services they undertake. RICS has procured a default ADR provider for UK-based firms to ensure that every firm can meet their obligations for ADR
- publish a complaints-handling procedure that includes their ADR provider and maintain a complaints log
- be transparent about their chosen ADR mechanism by informing clients or consumers when they make a complaint or the terms of engagement are agreed.
Where an RICS-regulated firm does not have any consumer clients, they should inform RICS by selecting the option ‘no consumer clients’ in the firm’s annual return.