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Acton & Co

Complaints Handling Procedure

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Acton & Co Building Consultancy

Prepared in accordance with RICS Professional Standard: Complaints Handling (October 2023)

Version date: 18 May 2026

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1. Purpose of this Procedure

Acton & Co Building Consultancy is committed to providing professional services to a high standard in accordance with the Rules of Conduct of the Royal Institution of Chartered Surveyors (RICS). Whilst every effort is made to provide a professional and efficient service, the practice recognises that complaints may occasionally arise. This Complaints Handling Procedure (CHP) has been prepared to ensure that complaints are dealt with fairly, promptly, consistently and professionally. The procedure is designed to comply with the RICS Rules of Conduct and the RICS Professional Standard on Complaints Handling.

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2. Scope

This procedure applies to all professional services provided by Acton & Co Building Consultancy. As the practice currently operates as a sole practitioner business, all complaints will be handled directly by the Principal of the firm. The procedure has been designed proportionately to reflect the scale and structure of the business, in line with RICS guidance.

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3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether justified or not, regarding the services, conduct, advice or actions of Acton & Co Building Consultancy.

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4. Complaints Officer

The designated Complaints Handling Officer for Acton & Co Building Consultancy is:

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Jacob Acton MRICS
Principal, Acton & Co Building Consultancy

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Complaints may be submitted by email or in writing using the contact details contained within the firm's Terms of Engagement or on the firm's website.

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5. Principles of Complaint Handling

Acton & Co Building Consultancy will:

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  • treat all complaints seriously and professionally;

  • respond courteously and promptly;

  • maintain confidentiality throughout the process;

  • avoid unnecessary delay;

  • maintain a written complaints log;

  • seek early and fair resolution where appropriate;

  • notify professional indemnity insurers where required; and

  • cooperate fully with any approved Alternative Dispute Resolution (ADR) process.

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6. Stage One: Internal Complaint Handling

Complaints should be made in writing where possible and should include sufficient detail regarding the issue being raised.

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Upon receipt of a complaint, Acton & Co Building Consultancy will:

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  • acknowledge receipt of the complaint within 7 calendar days;

  • provide a copy of this Complaints Handling Procedure;

  • review the complaint objectively and fairly;

  • gather and review all relevant file information and correspondence;

  • determine whether notification to the firm's Professional Indemnity Insurer is required; and

  • provide a formal written response within 21 calendar days where reasonably practicable.

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If additional investigations are required and a full response cannot be provided within 21 days, the complainant will be informed of the reasons for the delay and provided with an updated timescale.

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7. Complaint Investigation

The complaint investigation process may include reviewing inspection notes, reports, photographs, correspondence, terms of engagement and any other relevant documentation. Where appropriate, further enquiries or a reinspection may be undertaken.

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The practice will seek to understand both the substance of the complaint and the outcome sought by the complainant. Responses will remain factual, professional and proportionate. No admission of liability will be made without appropriate insurer or legal consultation.

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8. Stage Two: Independent Redress / ADR

If the complainant remains dissatisfied after the completion of Stage One, the complaint may be referred to an independent Alternative Dispute Resolution (ADR) provider approved by RICS.

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Acton & Co Building Consultancy will cooperate with the chosen ADR process where appropriate. Consumers are entitled to access independent redress without charge where applicable.

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The firm currently intends to utilise an appropriate RICS-approved ADR provider relevant to the nature of the complaint and surveying discipline concerned.

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9. Professional Indemnity Insurance

Where a complaint may give rise to a professional negligence claim or potential claim, the matter will be referred to the firm's Professional Indemnity Insurers in accordance with policy requirements. No action will be taken which may prejudice insurance cover.

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10. Record Keeping

Acton & Co Building Consultancy maintains a complaints log recording:

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  • the date the complaint was received;

  • the complainant's details;

  • the nature of the complaint;

  • actions taken;

  • dates of responses; and

  • the final outcome.

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Complaint records will be retained securely and handled in accordance with applicable data protection legislation.

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11. Learning and Review

Complaints will be reviewed periodically to identify any trends, procedural weaknesses or opportunities for service improvement. This Complaints Handling Procedure will be reviewed annually or sooner if regulatory requirements change.

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12. Publication and Availability

This Complaints Handling Procedure is available upon request and may be published on the firm's website. Reference to the existence of this procedure will also be included within the firm's Terms of Engagement in accordance with RICS requirements.

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Appendix A: Suggested Complaint Timescales

  • Acknowledge complaint: within 7 calendar days

  • Provide substantive response: within 21 calendar days

  • Provide update if delayed: within 28 calendar days

  • ADR escalation availability: after internal procedure completed

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Reference

This procedure has been prepared with reference to the RICS Professional Standard: Complaints Handling (October 2023 reissue of the July 2016 standard).

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