We take complaints seriously.
If you’re unhappy with any aspect of our service, we’d like the opportunity to understand what has happened and put things right where we can.
We aim to handle complaints fairly, objectively and without undue delay.
Tell us about your concern
If you have a complaint about our service, please contact:
Zoe Francis
Complaints Manager
Newbank Surveyors Ltd
enquiries@newbanksurveyors.co.uk
We will acknowledge your complaint within 7 working days and aim to provide a formal written response within 21 days of acknowledging your complaint.
If the investigation is likely to take longer, we will explain why and provide a revised timescale.
Independent review
If you’re not satisfied with our response, you can request an independent review by:
Lee Francis
Director
Newbank Surveyors Ltd
Your complaint will be reviewed independently of the person responsible for the original complaint response.
We will provide a final written response within 14 days of receiving your escalation, or explain if additional time is required.
Independent redress
If your complaint remains unresolved following our final response, you may refer it to our independent ADR provider:
CEDR, Centre for Effective Dispute Resolution
Independent Adjudication Scheme for the Royal Institution of Chartered Surveyors (RICS)
100 St Paul’s Churchyard
London
EC4M 8BU
020 7536 6116
surveyors@cedr.com
CEDR provides an independent adjudication service for complaints that have not been resolved through our internal complaints procedure.
Complaints should be referred to CEDR in accordance with the applicable scheme rules and within the timescales specified by the scheme.
RICS regulatory concerns
Newbank Surveyors Ltd is a RICS Regulated Firm.
If your concern relates specifically to professional misconduct or a regulatory matter involving Newbank Surveyors Ltd or a RICS member, you may also contact RICS Regulation.
RICS is the professional regulator and is separate from our complaints and independent redress process.
RICS Regulation
55 Colmore Row
Birmingham
B3 2AA
Have a concern about our service?
If you would like to discuss a concern before making a formal complaint, please contact us and we will be happy to help.
Contact Newbank Surveyors