Complaints Procedure

As a regulated firm of the Royal Institution of Chartered Surveyors (RICS), Rose Consulting Ltd operates a Complaints Handling Procedure that meets RICS regulatory requirements.
Our Complaints Handling Procedure has two stages:

Stage 1 Internal Review – This gives our firm the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two.

Stage 2 Independent Alternative Dispute Resolution (ADR) – This gives you, the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

This procedure ensures complaints are handled fairly, consistently, promptly and transparently, while supporting continual improvement within our ISO 9001 Quality Management System.

You may also raise concerns about the conduct of a RICS-regulated firm or member directly by contacting complaints@rics.org. This route relates to potential professional conduct breaches rather than service disputes.

If you have spoken to us about your complaint, we ask that you put the details in writing to ensure we fully understand your concerns.

Complaints should be addressed to:

Name: Rachel Bridgewater
Company: Rose Consulting Ltd
Address: Orchard Yard, Low Road, Church Lench, Evesham
Postcode: WR11 4UH
Telephone: +44 (0)1684 857550
Email: rn@rpsl.com
Website: www.rpsl.com

We aim to consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. We will investigate the matter fully and provide a formal written response setting out our findings and any proposed resolution. If we are not able to give you a full response within 28 days, we will update you within 28 days to explain the delay and confirm when a full response will be issued.

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board.

We have chosen to use the following redress provider:

Firm Name: Centre for Effective Dispute Resolution
Address: 100 St Paul’s Churchyard, London
Postcode: EC4M 8BU
Telephone: +44 (0)20 7536 6000
Email: surveyors@cedr.com
Website: cedr.com/consumer/rics

CEDR operates an independent dispute resolution scheme for complaints against RICS-regulated firms. The service is free of charge to consumers.

All complaints will be handled in confidence and in accordance with our Data Protection Policy. We maintain a formal complaints log to record, monitor and review complaints in line with RICS requirements.