Legal

Complaints Handling Procedure

We aim to provide the highest standard of service. If something falls short, we want to put it right. Here is how to raise a concern and what happens next.

As a firm regulated by the Royal Institution of Chartered Surveyors (RICS Firm No. 882907), Sofito Consultancy Limited operates the formal, two‑stage complaints handling procedure set out below.

Stage one — raising your complaint with us

Please put your complaint in writing, with as much detail as possible, to our complaints handler:

Complaints handler: Alex Atkins MRICS, Principal
By email: enquiries@sofitoconsulting.com
By post: Sofito Consultancy Limited, 54 George Lane, Bromley, BR2 7LQ

We will acknowledge your complaint in writing within 7 days of receiving it, and let you know who is dealing with it. We will then investigate and aim to send you a full written response within 28 days. If we need longer, for example because the matter is complex, we will tell you and keep you updated.

Stage two — independent redress

If you are not satisfied with our final response, or if more than eight weeks pass without resolution, you may refer your complaint to an independent redress scheme of which we are a member. The scheme will consider the matter impartially at no cost to you.

Consumer clients: Centre for Effective Dispute Resolution (CEDR) — cedr.com, 100 St Paul's Churchyard, London EC4M 8BU.
Commercial & business clients: RICS Dispute Resolution Service (DRS) — rics.org, drs@rics.org.

You will generally need to refer a complaint to the redress scheme within the time limit it specifies after our final response.

Our commitment

We treat every complaint seriously and use what we learn to improve. Raising a concern will never affect the courtesy or care with which we deal with you. A copy of this procedure is available on request, and we will provide details of the relevant redress scheme when we issue our final response.