Mark Liell LLP is regulated by the Royal Institution of Chartered Surveyors (RICS). We are required by RICS Regulation to meet the requirements of the RICS Rules of Conduct.

These rules define the professional, ethical and business standards which are expected of RICS members and firms. They also require RICS regulated firms to have a Complaints Handling Procedure (CHP) to deal with potential claims about the firm.

Making a complaint

If you are not happy about the service you have received from our firm or any Partner or employee of our firm, you need to be aware of our CHP.

Any complaint will be considered by the firm’s Senior Partner, David Coleby FRICS, whose details are shown below.

David Coleby Mark Liell & Son
Council Offices
London Road
Saffron Walden
CB11 4ER

Telephone: 01799 522833

If you have a complaint to make, you should always contact us first and deal with your complaint through our CHP, as opposed to complaining to RICS.

Any complaints regarding the level of service provided by our firm, any Partner or employee of the firm should be addressed to David Coleby FRICS. Your complaint will be acknowledged within 7 days and you can expect a full response within 21 days. Complaints should be made in writing.

If you are dissatisfied with the response, your complaint will be referred to:

CEDR Solve
The International Dispute Resolution Centre
70 Fleet Street London

Tel: 020 7536 6060

CEDR Solve will then act as an independent third party with the authority to award redress.

Issue of our CHP to clients

Whenever our firm issues Terms of Business a copy of our CHP will be attached.

If our firm receives an expression of dissatisfaction from a complainant, to whom the firm owes a duty of care, we will issue our CHP.

There are certain circumstances where it is not appropriate for us to issue our CHP, for example, if we have been appointed by a court as an expert witness. In such circumstances, we will inform the client in writing why we are unable issue a CHP.

Statement of Intent

We aim to provide the highest standards of excellence and integrity in accordance with the RICS Rules of Conduct. As an RICS regulated firm we are required to maintain the high standards providing the basis for unparalleled client confidence in our sector.

We keep a complaints log to track all complaints, if they arise. This helps us to manage any complaints and to make the improvements to our firm’s processes and procedures.

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