River Crest Surveyors Ltd. is committed to providing the highest standards of service. However, we recognise that there may be occasions when our clients feel that our service has not met their expectations. This Complaints Handling Procedure outlines the steps we take to ensure that any complaints are handled promptly, fairly, and effectively.

1) Introduction

We aim to deliver excellent service on every instruction. If something goes wrong, we want to know so we can put it right and improve. This procedure explains how to submit a complaint, what we will do, and your independent redress options.

 

2) How to make a complaint (postal submissions only)

We only accept complaints in writing by post to ensure a clear, signed, dated record, a complete submission (not piecemeal), and a secure audit trail consistent with our professional indemnity insurer's requirements and RICS audit expectations.

Send to:
Complaints Officer
River Crest Surveyors Ltd.
Office B, Chesil House, Arrow Close,
Eastleigh, England,
SO50 4SY

Complaints sent by email, telephone or social media will not be accepted.

 

3) What to include (mandatory)

Your complaint must be submitted on our Complaint Form and include all items below. The complaints process will not commence until we receive a complete submission.

  1. Completed and signed Complaint Form (request by post).
  2. Supporting evidence: copy of our report(s), correspondence, photographs, invoices/receipts, and any other relevant documents.
  3. Proof of identity for the complainant – certified copy of a current photo driving licence or passport. Certification must be completed either:
    • By the Post Office's document certification service, or
    • Countersigned by a solicitor, chartered surveyor, accountant, or other recognised professional confirming the copy is a true likeness of the original.
  4. Proof of address – certified copy of a recent utility bill or bank statement (max 3 months old), certified in the same way as above.
  5. Delivery method: Royal Mail Signed-For/Recorded Delivery. Keep your receipt.

Clock start rule: Our timeframes start only when a complete complaint pack (all items above) is received by us.

 

4) Site access for investigation

Where a complaint relates to the physical condition of a property, River Crest Surveyors Ltd. must be given a reasonable opportunity to inspect the property and, if necessary, appoint its own independent specialists (such as a structural engineer, damp and timber surveyor, roofing contractor, or other relevant expert) to carry out an assessment.

Failure to provide such access within a reasonable timeframe may prevent the complaint from being fully investigated and could be treated as obstruction, in which case the complaint may be closed.

 

5) Time limits for submitting a complaint

To keep matters fair and timely:

  • Primary window: complaints must be received within 3 months of the date our report was issued, or within 1 month of the client first identifying the issue, whichever is later.
  • Long-stop: in all cases, complaints must be received within 12 months of the date our report was issued.

(Submissions outside these limits will not be accepted unless there is a compelling legal reason.)

 

6) Acknowledgement (confirmation only)

We will send a written acknowledgement by post within 3 working days of receiving your complete complaint pack. This acknowledgement confirms receipt and the name/contact details of the person assigned. It is not our investigation outcome.

 

7) Clarifications and completeness

If anything is unclear or missing, we will write to request clarification or additional documents. The investigation timeframe pauses until we receive the requested information by post. If the information is not provided within 21 working days, the complaint may be closed.

8) Investigation and response

We will conduct a thorough, impartial investigation. A detailed written outcome will be posted to you within 21 working days from receipt of your complete complaint pack.

If more time is genuinely required (e.g., third-party information outstanding), we will write to explain why and confirm a revised date.

 

9) Review stage

If you remain dissatisfied, you may request a review by post within 21 working days of receiving our outcome. A senior manager/director not involved in the initial decision will review the file. We will send a final written response within 21 working days of receiving your review request (subject to section 7 if clarifications are needed).

 

10) Independent redress

If you remain unhappy after our final response, you may refer the matter to an independent scheme:

RICS Dispute Resolution Service
Surveyor Court, Westwood Way, Coventry, CV4 8JE
Email: drs@rics.org | Tel: 020 7334 3806

Note: referrals are typically required within 12 months of our final response (check the scheme's rules).

 

11) Record-keeping, confidentiality and data protection

We keep complaint records securely for at least 6 years, review trends to improve service, and process all data in line with GDPR and our Data Protection Policy. Information is shared only with those who need it to handle the complaint or as required by law/regulators.

 

12) Reservation of rights / statutory rights

This procedure is separate from any legal claim process and does not affect your statutory rights.