Avalon Surveyors Ltd is regulated by RICS (firm number 030895) and is committed to providing a high standard of service to all of our clients. This procedure explains how to raise a concern with us, how we will respond, and how to obtain independent redress if you are not satisfied with our answer.
Our commitment
We take any complaint seriously and will deal with it promptly, fairly, impartially and free of charge. We will not prevent you from approaching our redress provider or RICS at any time.
Stage one: raising your complaint with us
Please put your complaint in writing to our nominated complaints handler, the Responsible Principal, at Avalon Surveyors Ltd, Unit 304 Lakes Innovation Centre, Lakes Road, Braintree, Essex, CM7 3AN, by email to info@avalonsurveyors.com, or by telephone on 01245 206 366. Where you can, please include the relevant property or matter reference, a description of your concern, and what you would like us to do to put things right.
- We will acknowledge your complaint in writing within seven days of receiving it.
- We will investigate the matter and send you a full written response within twenty-eight days. If we need more time, we will tell you why and give you a revised date.
Stage two: independent redress
If you are not satisfied with our final response, or if we have not resolved your complaint within eight weeks, you may refer the matter to the independent redress provider approved by RICS for surveying services, the Centre for Effective Dispute Resolution (CEDR Services Ltd), which administers the RICS Independent Adjudication Service. The CEDR service is free to consumers. Details of how to apply are available at cedr-assist.com/consumer/rics, by email to surveyors@cedr.com, by telephone on 020 7536 6116, or by post to CEDR, 100 St Paul’s Churchyard, London, EC4M 8BU. An independent adjudicator appointed by CEDR will consider the complaint and reach a decision. You should apply within 12 months of our final response (or, if there has been no final response, of your last contact with us), and the adjudicator can award up to £25,000.
The CEDR scheme is open to individuals and to small businesses and organisations with ten or fewer full time employees. If you instructed us as a larger business, the CEDR scheme may not apply to you. Our final response will set out the further options open to you, which may include referral to CEDR or mediation by agreement, and you may also raise the matter with RICS.
Our records
We keep a record of all complaints we receive and how they are resolved, and we review these as part of our practice management, in line with RICS requirements. Our page on Professional Conduct and the RICS Rules of Conduct explains those requirements.
Contact details
Avalon Surveyors Ltd, Unit 304 Lakes Innovation Centre, Lakes Road, Braintree, Essex, CM7 3AN. Telephone 01245 206 366. Email info@avalonsurveyors.com. Regulated by RICS, firm number 030895.
Monitoring and review
We review this procedure every year, and sooner if RICS requirements or the terms of the redress scheme change.
Approved by the Director of Avalon Surveyors Ltd. Last reviewed: October 2026. Next review: October 2027.