Complaints Procedure

 1. If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Ben Stevenson (BS) at Hillgate Management Ltd., 5-7 Hillgate Street, London W8 7SP.

2. Once we have received your written complaint, BS will contact you in writing within seven* days. At this stage he will give you his understanding of your case. He will also invite you to make any further comments that you may have in relation to this.

3. Within twenty one days of receipt of your written summary, BS will write to you, to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken.

4. If you remain dissatisfied with any aspect of the internal handling of your complaint, then we can discuss whether we can agree to go to mediation according The Property Ombusman approved by the Royal Institution of Chartered Surveyors.

If you remain unhappy about the way in which your complaint is being handled you should contact the RICS Professional Conduct team who will ensure your complaint is dealt with correctly.

RICS Professional Conduct

PO Box 2291
Coventry
CV4 8ZJ
T: + 44 (0)870 333 1600
conduct@rics.org