Complaints Handling Procedure (CHP)

Millfield Residential Surveying Ltd

Millfield Residential Surveying Ltd is committed to providing a professional, efficient and high-quality service. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we have the opportunity to investigate your concerns and seek to resolve the matter promptly and fairly.

Millfield Residential Surveying Ltd is regulated by RICS and operates a written Complaints Handling Procedure in accordance with RICS requirements.

Our procedure has two stages.

Stage One gives us the opportunity to review and consider your complaint in full and to try to resolve the matter to your satisfaction.

If we are unable to resolve your complaint, Stage Two gives you the opportunity to refer the matter to an independent alternative dispute resolution provider approved by RICS.

Stage One – Internal Complaint

If you wish to make a complaint, please put the details in writing so that we have a full understanding of your concerns.

Where possible, please include:

  • your name and contact details;

  • the property address and/or survey reference;

  • details of your complaint;

  • copies of any relevant correspondence, documentation or photographs; and

  • the outcome you are seeking.

Please send your complaint to:

Robert Blunt, Director
Millfield Residential Surveying Ltd
132a High Street
Bromsgrove
Worcestershire
B61 8ES

Email: robert@millfieldsurveying.co.uk
Telephone: 01527 900212

We will acknowledge receipt of your complaint within 7 calendar days.

We will consider your complaint as quickly as reasonably possible and investigate the matters raised objectively, having regard to the relevant records and information available.

Where a complaint concerns the condition of a property or an alleged defect, we may ask for an opportunity to reinspect the property where this is reasonably necessary to investigate the complaint properly. Where practicable, you should therefore contact us before relevant repairs, alterations or remedial works are undertaken.

We aim to provide a full written response as soon as reasonably practicable. If we are unable to provide a full response within 28 days, we will write to explain the reason and provide an update on when you can expect our response.

Stage Two – Independent Redress

If we are unable to agree how your complaint should be resolved, you may refer the matter to an independent redress provider.

Consumer Clients

Millfield Residential Surveying Ltd is a member of the Residential Property Surveyors Association (RPSA). The RPSA holds corporate membership of The Property Ombudsman (TPO) scheme.

If you remain dissatisfied following completion of our internal complaints procedure, you may refer your complaint to:

The Property Ombudsman

Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Telephone: 01722 333306

Website: www.tpos.co.uk

When contacting The Property Ombudsman, please state:

"I am complaining about a surveyor who is a member of the Residential Property Surveyors Association (RPSA)."

The Property Ombudsman will use the RPSA's membership register to identify our firm. You do not need to know our individual RPSA membership number or registration details.

Business-to-Business Clients

For business-to-business clients, if we are unable to resolve your complaint through our internal complaints procedure, you may refer the matter to:

RICS Dispute Resolution Service (DRS)

Royal Institution of Chartered Surveyors (RICS)
Parliament Square
London
SW1P 3AD

Telephone: 020 7334 3806

Email: drs@rics.org

Website: www.rics.org/drs

The RICS Dispute Resolution Service provides dispute resolution services including mediation and arbitration. The outcome may be legally binding depending on the process selected.

Version: 1.0
Effective date: 1 September 2026
Review date: 1 September 2027