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;



Complaints Procedure for Butler Sherborn offices in Oxford & Wantage

Our Complaints Policy

The person appointed to deal with complaints is:

Gavin West, Butler Sherborn , 216 Banbury Road, Summertown, Oxford, OX2 2BY

01865 510000 -

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.

  • We will then investigate your complaint. This will normally be dealt with by Gavin West who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-55 Milford Street




01722 333 306

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.