Complaints Procedure

Updated 20 November 2020

The person appointed to deal with complaints is:
Richard Greasby, Butler Sherborn LLP, 43-45 Castle Street, Cirencester, Glos. GL7 1QD
01285 883740

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. This procedure also complies with requirements of The Property Ombudsman.

A complaint is defined as “any expression of dissatisfaction”

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 make a “formal complaint” and refer to this complaints handling procedure (CHP) which is also found on our website

Verbal and written complaints which are dealt with formally through the CHP will be recorded by Butler Sherborn when they are made

Where the complaint is initially made orally, the client and anyone else who we owe a duty of care to 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).

All written formal complaints will be acknowledged in writing within 3 working days.

Within fifteen working days of receipt of the written summary, the person dealing with the complaint will write to the complainant to inform them of the outcome of the investigation into the complaint. If a full response cannot be reasonably given within 15 working days a written update will be provided within that time followed by the full response as soon as possible thereafter.

If the Complainant remains dissatisfied they will have the option of referring to the appropriate redress scheme (see below) OR for the complaint to be referred to another partner within Butler Sherborn (who is not involved with the transaction) for review. The conclusions of that review will be sent to the Complainant within 15 working days.

Following the conclusions of our investigation a written statement of our final view and any agreed remedies will be sent to the Complainant. This will include how the matter can be referred to a redress scheme and that such a referral should be within 12 months of these final conclusions.

The redress schemes available and their contact details are as follows:-

RICS Dispute Resolution Service (RICS DRS) for business clients.
Surveyor Court
Westwood Way,
Coventry. CV4 8JE
Tel: 020 7334 3806; e-m:; web:

The Property Ombudsman for consumer clients
Milford House,
43-55 Milford St. Salisbury SP1 2BP
Tel: 01722 335 458; Web: