Commercial Leasehold Complaints Policy

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

In the first instance the complainant should contact a Director of Hunt Property Management to confirm their wish to register a complaint.

If the details of your complaint are made known to the Director verbally then they will attempt to resolve your concerns to your satisfaction as quickly as possible.

However, if you wish your complaint to be handled in accordance with the RICS Regulations you must send a written summary of your complaint to the Director and give details of the incident about which you wish to complain. The RICS regulations specify that complaints have to be made in writing to be dealt with in accordance with its regulations.

On receipt of the written complaint the Director will respond within seven working days of receiving your summary to confirm with you their understanding of the complaint. You will be able to make further comments at this time if you wish to do so.

Within 21 working days of receipt of your original summary, the Director will send you a progress report informing you of the current status or outcome of their investigations. They will let you know what has been done or what will be done to resolve the problem and to ensure that it does not happen again.

If you are dissatisfied with any aspect of the way in which the complaint is being dealt with at this stage you should then contact the Royal Institution of Chartered Surveyors (RICS) directly to detail your original complaint and the reasons for your dissatisfaction with the way it has been handled.

If you still remain dissatisfied with any aspect of the way in which your complaint has been handled, or if Hunt Property Management, or their representative, is unable to resolve the issue promptly through negotiations, Hunt Property Management will consider entering into mediation with you. If it is jointly agreed between the parties, mediation will be dealt with in accordance with the process operated by the Royal Institution of Chartered Surveyors.