Complaints

Regulation

As a firm we are members of the Royal Institution of Chartered Surveyors (RICS).  The RICS promotes and enforces the highest professional qualifications and standards and we are proud to be subject to their strict regulations and standards, ensuring that all clients who work with us can have confidence in the quality and ethics of our service. 

Complaints Procedure

Moore Allen & Innocent LLP strives to provide the highest levels of customer service however we do, on occasion, acknowledge that things may not go according to plan.  We take all customer feedback seriously and on the rare occasion that things do go wrong we operate a Complaints Procedure which meets the RICS regulatory requirements, encouraging clients to share their experiences, good and bad, with us so we can continually learn and improve our processes. 

In our experience most complaints may be simply resolved without resorting to a formal procedure and we are keen to work with you to resolve problems as simply as possible.  If you do wish to provide feedback on the service we have provided, in the first instance you should contact the relevant Office or Department Manager detailed below who will make every effort to resolve any challenges informally.

Agriculture, Commercial & Development:
Stuart Milsom, FAAV, Partner
Chris Graham, MRICS FAAV, Partner

33 Castle Street, Cirencester, Gloucestershire, GL7 1QD
Tel: 01285 648106
 
Residential Lettings:
Paul Oughton, Partner
33 Castle Street, Cirencester, Gloucestershire, GL7 1QD
Tel: 01285 648118
Auctioneering, Furniture & Fine Art:
Philip Allwood, FNAVA, Partner

The Salerooms, Burford Road, Cirencester, Gloucestershire, GL7 5RH
Tel: 01285 646050
 
Rural Sales:
Mark Hill, MRICS, Partner

33 Castle Street, Cirencester, Gloucestershire, GL7 1QD
Tel: 01285 648115
Estate Agency:
Roy Bowyer, FNAEA FNAVA, Partner
Mark Halliwell, MNAEA, Managing Partner

33 Castle Street, Cirencester, Gloucestershire, GL7 1QD
Tel: 01285 648100
 
Partnership Manager:
Sue Mothershaw

33 Castle Street, Cirencester, Gloucestershire, GL7 1QD
Tel: 01285 648109

If we are not able to resolve your complaint informally, or if you wish your complaint to be dealt with formally from the outset please contact the Partnership Manager, in writing, with a summary of your complaint.  We will acknowledge receipt of your written complaint and will follow our Complaints Procedure which can be found here (link to Complaints Procedure)

 If you are satisfied with the outcome of our investigation, the matter will conclude. However, if we cannot agree on how to resolve your complaint you can refer your complaint to one of the following schemes:

For complaints made by individual clients, The Property Ombudsman – Milford House, 43/45 Milford Street, Salisbury, Wilts SP1 2BP; or for complaints on behalf of businesses, the RICS Dispute Resolution Service – Surveyors Court, Westwood Way, Coventry, GV4 8JE.

Referrals must be submitted to the above external bodies once the firm’s complaints procedure has been completed and within 12 months of receiving the final determination letter.

Your money is held in accordance with the RICS client money protection scheme rules, which can be viewed here: https://www.rics.org/globalassets/rics-website/media/upholding-professional-standards/regulation/client-money-protection-scheme-rules-rics.pdf

Your money will be held in a designated client account and protected through the RICS client money protection scheme (for exclusions and limits visit www.rics.org/clientmoneyprotectionscheme).

Our Client Money Protection Scheme Certificate can be viewed here – link to certificate