As a firm regulated by the Royal Institution of Chartered Surveyors (RICS), we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one 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 two. Stage two gives you the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the RICS.

Stage One

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:

The Office Manager
Michael Richards & Co.
The Gatehouse
Heritage Walk
Kew Bridge Road
TW8 0EF
Tel: 020-8232 6620

Email: [email protected]
Website: www.michaelrichards.uk.com 

We will consider your complaint as quickly as possible and will acknowledge your complaint within 7 days. If you have not received confirmation, please call the office so we can clarify. If we are not able to give you a full response, we will update you within 28 days.

Stage Two

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 RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer Clients:

Property Redress Scheme
Elwood House, 42 Lytton Road
Barnet, Herts.
EN5 5BY
Tel: 0333 321 9418
Email [email protected]
Website: www.theprs.co.uk 

For Business-to-Business Clients:

IDRS Limited
70 Fleet Street
London. EC4Y 1EU
Tel: 020-7520 3800
Fax: 0845 1308 117

Email: [email protected]
Website: www.idrs.ltd.uk