Complaints Procedure


Complaints Handling Procedure (CHP)

As a regulated RICS firm we have in place a CHP which meets the regulatory requirements. Our CHP has two stages. Stage 1 of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response you will have the opportunity to take your complaint to Stage 2. Stage 2 gives you the client opportunity to have your complaint reviewed and considered by an independent redress provider approved by the RICS.

Stage 1

If you have spoken to us about your complaint please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:-

Simon Dowling FRICS FNAEA
Camel Coastal & Country
9 St Pirans Road, Perranporth Cornwall TR6 0BH
Telephone number: 01872 573355
e-mail address:

We will consider your complaint as quickly as possible and will formally acknowledge receipt of your complaint within seven days. If we are not able to give you a full response we will update you within twenty eight days.

Stage 2

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider as approved by the RICS Regulatory Board.

For consumer clients we have chosen to use the following redress provider:-

The Property Ombudsman Limited
Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone number: 01722 333306 e-mail: Website:

For business to business clients we have chosen to use the following redress provider:-

RICS Dispute Resolution Service
Surveyors’ Court, Westwood Way, Coventry CV4 8JE
Telephone number: 0207 334 3806 e-mail: