Complaints Handling Procedure – Reviewed June 2026

Introduction

As a regulated RICS firm, Trad Mod Surveyors Ltd has in place a Complaints Handling Procedure (CHP) that meets regulatory requirements. Our CHP consists of two stages. Stage One allows our firm to review and consider your complaint in full and try to resolve it to your satisfaction.

If you remain dissatisfied, stage two gives you the opportunity to escalate your complaint to an independent redress provider approved by the RICS.

A copy of this CHP is available on request. Reference to this procedure is also included in our terms and conditions of engagement.

Stage One – Internal Complaint Handling

If you have a complaint, please submit it in writing to:

Tom Hutchinson
Trad Mod Surveyors Ltd.
40 Ringwood Avenue
Chesterfield,
S41 8RB
Tel: 01246 791529
Email: info@tradmodsurveyors.co.uk
Your complaint should include the following details:
– Your name and contact details.
– A clear description of your complaint and any supporting documents.
– What you expect as an outcome.
We will acknowledge receipt of your complaint in writing within three working days and provide a full written response within 15 days of receipt. If we need more time to investigate, we will inform you in writing.
If you are satisfied with our response, the complaint will be considered resolved. If not, you may proceed to Stage Two.

Stage Two – Independent Redress Provider

If you remain dissatisfied with our final response, you can escalate your complaint to the Property Ombudsman which is a RICS-approved redress provider. Property Ombudsman services are free to consumers and can consider complaints with the exception of residential agency matters.

For consumer complaints contact:
The Property Ombudsman Ltd
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
The Property Ombudsman will provide an independent review of the complaint and aim to reach a fair resolution.

Staff Awareness and Implementation

All staff, including administrative personnel, are made aware of our CHP and understand the process. If a complaint is received, they will direct it to the appropriate person within the company for resolution.
This Complaints Handling Procedure ensures that Trad Mod Surveyors Ltd meets its regulatory obligations while providing a fair and transparent process for clients. If you require further information, please contact us using the details provided above.