Complaints Handling Procedure

If you have reason to feel dissatisfied please follow our Complaints Handling Procedure. 

As a regulated RICS business, we have in place a Complaints’ Handling Procedure (CHP) which meets the regulatory requirements.

Our CHP has two stages:  

  1. Gives our organisation the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses then you will have the opportunity of taking your complaint to stage two.  
  2. Stage two gives you as the Client, the opportunity to have your complaint reviewed and considered by an independent redress provider.

Stage One
Even if you have spoken to us about your complaint, please send written details of the complaint by post to:

Donna Collins
Andrew Grant LLP, 59/60 Foregate Street, Worcester WR1 1DX

We require a written explanation of your complaint in order to ensure clarity and full understanding of the issues about which you are complaining. Email submissions should be avoided if matters of security and privacy are of paramount importance. We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaint within 10 days. If we are unable to give you a full response at that time then we would expect to update you within a further 20 days.

Stage Two
If we are then unable to gain your agreement on a resolution to your complaint, you have the opportunity to submit your complaint to an independent redress provider. We have selected to use the following redress providers:

For consumer clients - The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury SP1 2BP
T: 01722 333306  |  E:  | 

There is a 12 month timescale for referring complaints to the Property Ombudsman. 

For business clients - RICS Dispute Resolution Service, Surveyor Court, Westwood Way, Coventry CV4 8JE
T: 020 733 43806  |  E:  |

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