Complaints Procedure

We are committed to providing an efficient and effective service to all our clients. If something goes wrong we want you to tell us about it.

Complaints for Butler Sherborn offices in Cirencester, Burford, Stow-on-the-Wold

Our Complaints Policy

The person appointed to deal with complaints is:

Richard Greasby

Butler Sherborn LLP, 43-45 Castle Street, Cirencester, Glos. GL7 1QD

01285 883740

  • A complaint is defined as “any expression of dissatisfaction”
  • Where the complaint is initially made orally, the client and anyone else who we owe a duty of care too will be requested to send a written summary of their complaint to Richard Greasby (or an elected senior colleague if the complaint relates to work undertaken by him).
  • Once we have received a written summary of the complaint, we will contact the client in writing within seven working days to inform them of our understanding of the circumstances leading to the complaint.  The client will be invited to make any comments that they may have in relation to this.
  • Butler Sherborn LLP are obliged by the RICS (Royal Institution of Chartered Surveyors) to operate a formal procedure for handling complaints, for which there is a minimum standard.
  • If you ever have any reason to raise an issue or make a complaint, which cannot be dealt with by your immediate point of contact in Butler Sherborn, we invite you to refer to our complaints procedure which you will find on our website at the bottom of our home page.
  • Within twenty-eight working days of receipt of the written summary, the person dealing with the complaint will write to the client, in order to inform them of the outcome of the investigation into the complaint. If a full response cannot be reasonably given within 28 days a written update will be provided within that time followed by the full response as soon as possible thereafter.
  • If the complaint has still not been resolved to the satisfaction of the client, we agree to the referral of the complaint to either:-

RICS Dispute Resolution Service (RICS DRS)

Surveyor Court
Westwood Way

T: 020 7334 3806
E: drs@rics.or

The Property Ombudsman for consumer clients

Milford House,
43-55 Milford St. Salisbury SP1 2BP

Tel: 01722 335 458;

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.