Applies To: All clients and professional services provided by PRK Surveying & Project Management.
Review: Annually or following any significant change to RICS requirements.
Effective Date: 01/01/2026.
1. Purpose
PRK Surveying & Project Management is committed to providing professional, competent and diligent services to all clients.
We recognise that, despite our best efforts, there may be occasions when a client is dissatisfied with the service provided. We take all complaints seriously and view them as an opportunity to understand what went wrong, put matters right where appropriate and improve our services.
This Complaints Handling Procedure (CHP) explains how PRK Surveying & Project Management will receive, investigate and respond to complaints.
The procedure has been prepared with regard to the requirements and professional standards of the Royal Institution of Chartered Surveyors (RICS).
2. What Is A Complaint?
A complaint is any expression of dissatisfaction relating to the service provided by PRK Surveying & Project Management.
This may include concerns regarding the quality or accuracy of a survey, inspection or report, project management services, communication, delays, fees, professional advice, or failure to meet an agreed scope of services.
Each complaint will be considered objectively and investigated on its individual circumstances.
3. Examples Of Complaints
Examples may include:
An alleged error or omission within a survey or report.
A concern regarding a new-build snagging inspection.
Dissatisfaction with project management services.
Delays in providing an agreed service or report.
Concerns regarding communication or professional conduct.
A dispute regarding fees or the agreed scope of services.
Disagreement with professional advice or an opinion provided by PRK.
4. How To Make A Complaint
Clients are encouraged to raise concerns with PRK as soon as possible.
Where appropriate, minor concerns may be resolved informally through discussion with the person responsible for the service.
If the concern cannot be resolved informally, or the client wishes to make a formal complaint, the complaint should be made in writing.
Complaints should be sent to:
Any supporting photographs, reports, correspondence or other evidence.
The outcome or resolution the complainant is seeking.
A complaint will not be rejected simply because the complainant is unable to provide every item of information listed above.
5. Stage 1 – Initial Investigation
Upon receipt of a formal complaint, PRK will acknowledge the complaint as soon as reasonably practicable.
The acknowledgement will:
Confirm receipt of the complaint.
Identify the person responsible for dealing with the complaint.
Explain the next steps.
Request any further information reasonably required.
Provide an anticipated timescale for the investigation.
PRK will investigate the complaint fairly, objectively and proportionately.
The investigation may include reviewing:
The original instruction and scope of services.
Terms of engagement.
Survey or inspection reports.
Site notes and photographs.
Project documentation.
Emails and other correspondence.
Relevant invoices and fee information.
Information supplied by the client.
Relevant professional standards and guidance.
Where appropriate, PRK may seek an independent internal or external review of the matter.
The person who originally carried out the work should not, where reasonably practicable, be solely responsible for determining a complaint about their own work.
6. Response To The Complaint
PRK will aim to provide a full written response within 28 working days of receiving all information reasonably required to investigate the complaint.
The response will explain:
The matters raised by the complainant.
The information and evidence considered.
The findings of the investigation.
Whether the complaint is upheld, partially upheld or not upheld.
The reasons for the decision.
Any corrective action proposed.
Any appropriate offer of redress where applicable.
The next stage available if the complainant remains dissatisfied.
If PRK is unable to provide a full response within the anticipated timescale, the complainant will be informed of the reason for the delay and provided with an updated timescale.
7. Possible Outcomes
Following an investigation, PRK may determine that a complaint is:
UPHELD
PRK accepts that the complaint is justified in whole or in part.
Appropriate corrective action will be considered and may include:
An apology.
Correcting an error.
Providing additional information.
Revising or clarifying a report, where appropriate.
Re-inspection, where justified.
Rectifying an administrative error.
A refund or reduction of fees, where appropriate.
Appropriate compensation where PRK considers this justified.
Improvements to internal procedures or training.
PARTIALLY UPHELD
PRK accepts that some aspects of the complaint are justified but does not agree with all aspects of the complaint.
The written response will clearly explain which elements of the complaint are accepted and which are not.
NOT UPHELD
Following investigation, PRK does not consider that the complaint is justified.
The reasons for this conclusion will be explained clearly and professionally.
A disagreement with PRK's professional opinion does not automatically mean that the service provided was defective. PRK will consider the relevant evidence and circumstances before reaching its conclusion.
A disagreement with PRK's professional opinion does not automatically mean that the service was defective. The relevant evidence and circumstances will be considered before reaching a conclusion.
8. Stage 2 - Review
If the complainant remains dissatisfied following the Stage 1 response, they may request a review of the complaint.
The request should explain:
Why the complainant remains dissatisfied.
Which aspects of the Stage 1 response they disagree with.
Any additional information or evidence they believe should be considered.
Where reasonably practicable, the Stage 2 review will be undertaken by a person who was not directly responsible for the original service or the Stage 1 investigation.
The reviewer will consider the original complaint, the Stage 1 investigation and any additional information or evidence provided.
A final written response will then be issued.
Where the complaint remains unresolved, the Stage 2 response will explain the outcome and provide details of the appropriate Alternative Dispute Resolution (ADR) provider.
9. Alternative Dispute Resolution (ADR)
If a complaint cannot be resolved through PRK's internal complaints procedure, the complainant may be entitled to refer the matter to an appropriate independent Alternative Dispute Resolution (ADR) provider.
Details of the appropriate ADR provider are available upon request.
The ADR provider operates independently of PRK.
PRK will not prevent or discourage a complainant from referring a complaint to an appropriate ADR provider.
10. RICS
PRK recognises that complainants may also have the right to raise concerns directly with RICS where the matter relates to the conduct or professional standards of an RICS member or an RICS-regulated firm.
Where appropriate, clients may contact RICS Regulation independently of PRK.
PRK will not prevent or discourage a complainant from contacting RICS or another appropriate regulatory body.
11. Confidentiality And Data Protection
All complaints will be handled sensitively and with appropriate confidentiality.
Information relating to a complaint will only be shared with individuals or organisations where reasonably necessary to:
Investigate or resolve the complaint.
Comply with legal or regulatory requirements.
Meet other legitimate business or professional obligations.
Personal information will be handled in accordance with applicable data protection legislation and PRK's privacy and data-handling procedures.
12. Complaints Log
PRK will maintain a complaints log recording formal complaints received.
The log will include, where appropriate:
Date of complaint.
Name of complainant.
Property or project address.
Nature of the complaint.
Service concerned.
Person responsible for the original work.
Person responsible for investigating the complaint.
Investigation undertaken.
Evidence considered.
Outcome.
Any remedial or corrective action taken.
Date of response.
Whether the complaint was escalated.
Whether Alternative Dispute Resolution (ADR) was used.
Lessons learned.
Improvements made as a result.
PRK will periodically review the complaints log to identify recurring issues, trends and opportunities to improve its services, procedures and internal practices.
13. Learning and Continuous Improvement
PRK considers complaints an important part of maintaining and improving its professional standards and quality of service.
Following a complaint, PRK will consider whether any changes or improvements should be made to:
Inspection procedures.
Reporting procedures.
Project management processes.
Communication with clients.
Terms of engagement.
Quality assurance procedures.
Staff training.
Professional development and Continuing Professional Development (CPD).
Record-keeping.
Internal review procedures.
Where a complaint identifies a recurring issue, weakness in procedure or significant professional concern, PRK will take appropriate corrective action and, where necessary, implement measures to reduce the risk of recurrence.
14. Serious Complaints and Regulatory Matters
Some matters may go beyond the scope of a routine service complaint.
Where a complaint identifies a potentially serious breach of professional obligations, misconduct, fraud, serious negligence or another matter that may require regulatory or legal notification, PRK will consider whether the matter should be reported to RICS, another relevant regulatory body or other appropriate authority.
Any such decision will be made having regard to PRK's professional, legal and regulatory obligations.
15. Our Commitment to Clients
PRK Surveying & Project Management is committed to:
Treating every complaint seriously.
Acting fairly, objectively and professionally.
Responding promptly and within reasonable timescales.
Keeping clients appropriately informed throughout the complaints process.
Investigating complaints thoroughly and proportionately.
Maintaining appropriate records.
Taking responsibility where mistakes have been made.
Putting matters right where reasonably possible.
Learning from complaints and implementing improvements where appropriate.
Maintaining high professional standards.
Complying with applicable RICS requirements and other relevant professional obligations.
We recognise that effective complaints handling is an important part of providing a professional service, maintaining client confidence and supporting continuous improvement.
16. Review Of This Procedure
This Complaints Handling Procedure will be reviewed periodically to ensure that it remains appropriate for PRK Surveying & Project Management and consistent with applicable RICS requirements, professional standards and relevant legislation.
