Client feedback and complaints

We are committed to providing an excellent standard of service to our clients. We value feedback because it helps us to improve our service. If you do not feel that you are receiving excellent client service, or that something could be improved, please do tell us about it. If we have fallen short of the high standards we have set for ourselves then we would like to understand what has gone wrong and take the opportunity to put things right. Our Complaints Handling Procedure complies with the regulations of The Royal Institution of Chartered Surveyors (RICS), The UK Data (Use and Access) Act 2025 and relevant legislation, and is outlined below.

How to give feedback or make a complaint

Wherever possible it would be helpful if you could discuss any feedback or concerns with the person dealing with your instructions informally first, as they may be able to resolve your concerns without the need for a formal complaint.

If they cannot resolve your concern informally, or if the issue is of such a serious or sensitive nature that you do not feel comfortable raising it with them, or it relates to them, then please feel free to raise your concerns as a formal complaint under this procedure.

How to make a complaint under this procedure

To enable us to investigate and respond to you, we will need to form a good understanding of the issues.

We would welcome hearing from you by email or by post with a brief explanation of:

• why you feel dissatisfied with the service you have received.
• how you would prefer to be contacted about your complaint.
• if there is anything in particular that you would like us to do to resolve your complaint.

Please address your concerns:

by email to either:

julie.perks@rpcapital.co.uk or simon.robinson@rpcapital.co.uk;  or

by post to: RP Capital Advisors Ltd, 126 Colmore Row, Birmingham B3 3AP.

If you believe RP Capital Advisors Ltd has used your personal information in a way that doesn’t comply with the law, please contact us using the details above. You should do this before approaching the Information Commissioner’s Office (ICO). The Data (Use and Access) Act 2025 requires that any complaints are initially made to the data controller rather than directly to the ICO.

What happens after I have made a complaint?

We will:

• send a written acknowledgement to you within seven days of receiving your complaint;
• investigate your concerns, which may include reviewing our file and other records and discussing the issues with the person who has been acting for you;
• let you know if we need any further information to assist our investigation;
• deal with any formally appointed representative of yours;
• provide a Final Response within 28 days setting out the conclusion of our investigation and any proposals to rectify or resolve the matter. The Director responsible for the services you have received will oversee this response, however it may be necessary to appoint a different Director to assist with the investigation;
• deal with all complaint information sensitively, telling only those who need to know and following any relevant data protection requirements; and
• not charge you for investigating and responding to your complaint.

Do I have to pay my bill if I am complaining?

Our invoices are payable regardless of the investigation or outcome of any complaint. Please be assured, however, that if the outcome of our complaint investigation concludes that any adjustment or reduction in costs should be made, any reimbursement will be paid promptly at that time.

How long will it take?

We aim to conclude investigations and provide Final Response letters promptly and within 28 days. If we need longer than 28 days, for example because the matter is complex or involves a third party, we will update you and tell you when we expect to write again. In some cases, it may take up to eight weeks from receipt of a complaint. In exceptional circumstances it may be necessary to extend these timescales. If this occurs, we will let you know in writing and will try to agree any variations with you first.

What might the outcome of my complaint be?

We regret any dissatisfaction which our clients experience and, if we conclude that our service has fallen below our usual high standards, we will not hesitate to apologise. We may also make any proposals that we consider appropriate to resolve or improve your situation.

What other options are available to me?

If you remain dissatisfied after receiving our Final Response, or in the unlikely event that you have not received a Final Response within eight weeks of our receiving your complaint, you may be entitled to refer to an alternative dispute resolution mechanism as approved by RICS Regulatory Board.

If your complaint is regarding the way you believe RP Capital Advisors Ltd have used your personal information, you may refer to the Information Commissioner’s Office. Referrals should only be made if we have been unable to satisfactorily respond to your complaint.