Complaints Handling Procedure

Below, you can read & download Jennings & Cooke’s complaints handling procedure. If you have any questions, please do not hesitate to contact us at sales@jenningsandcooke.com.

In accordance with the RICS Rules of Conduct and Professional Standard “Complaints Handling”

1. Purpose and Scope

Jennings & Cooke (‘the Firm’) is committed to providing a professional, quality service to all clients. Where a client or other party believes the Firm has fallen short of that standard, this procedure sets out how complaints will be received, acknowledged, investigated, and resolved in a fair and transparent manner.

This procedure applies to:

• All clients who have engaged Jennings & Cooke for any professional service

• Third parties directly affected by the Firm’s work who wish to raise a formal concern

• All staff, consultants, and directors acting on behalf of the Firm

This procedure is designed to comply with:

• RICS Rules of Conduct (2021, as amended)

• RICS Professional Standard: Complaints Handling (1st edition, 2016)

• The requirements for firms ‘Regulated by RICS’
  
  

2. Definition of a Complaint

For the purposes of this procedure, a complaint is defined as:

“Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the Firm’s provision of, or failure to provide, a professional service.

This includes dissatisfaction relating to the quality of advice, fees charged, conduct of staff, or delays in service. It does not include a simple request for a correction to an invoice or administrative query that can be resolved immediately to the client’s satisfaction.

3. Roles & Responsibilities

Director (Complaints Lead): Dave Cooke — Primary point of contact for all formal complaints. Responsible for oversight, investigation, and final Stage 1 response. Escalates to Stage 2 where required.

Director (Independent Review): Charles Jennings — Handles Stage 2 internal review where the complaint involves the Complaints Lead, or where the complainant requests an independent review. Maintains objectivity from Stage 1.

All Staff / Consultants: Promptly pass any expression of client dissatisfaction to the Complaints Lead. Do not attempt to resolve formal complaints unilaterally.

4. How to Make a Complaint

Clients may submit a complaint by any of the following means:

In Writing: Letter or email addressed to: Dave Cooke, Jennings & Cooke, PO Box 3135, Lancing, BN15 5DT, United Kingdom. 

E: sales@jenningsandcooke.com

By Telephone: +44 792339800 — where the complaint is received verbally, we will confirm receipt in writing within 2 working days.

In Person: By appointment at a mutually agreed location. A written record will be made and shared with the complainant for approval.

When submitting a complaint, clients are invited to provide: the nature of the complaint, the service or matter to which it relates, relevant dates, and the outcome they are seeking.

5. Complaints Handling Procedure

Stage 1 — Internal Investigation

Acknowledgement

The Complaints Lead will acknowledge receipt of the complaint in writing within 3 working days of receipt, providing the name and contact details of the person handling the matter.

Log & Record

The complaint will be entered in the Complaints Register (see Section 9) with date received, complainant details, nature of complaint, and assigned handler.

Investigation

The Complaints Lead will conduct a thorough review of the relevant files, correspondence, and instructions. Where appropriate, the fee earner involved will be asked to provide a written response. The complainant may be contacted for further information.

Written Response

A full written response will be issued within 28 calendar days of the acknowledgement letter. If more time is required, the complainant will be notified before that deadline, with a revised timescale and reason for the delay.

Outcome

The response will set out the Firm’s findings, any remedial action offered (including a reduction in fees or financial redress where warranted), and an explanation of next steps if the complainant remains dissatisfied.

Stage 2 — Independent Internal Review

If the complainant is not satisfied with the Stage 1 response, they may request an internal review by writing to the second Director within 28 calendar days of receiving the Stage 1 outcome. The Stage 2 reviewer will:

• Conduct an independent assessment of the complaint and Stage 1 response

• Issue a final written response within 28 calendar days of the review request

• Inform the complainant of their right to refer the matter to an approved redress scheme if still dissatisfied

Stage 3 — External Redress Scheme

If the complaint is not resolved to the complainant’s satisfaction following the Stage 2 review — or if 8 weeks have elapsed from initial receipt without resolution — the complainant has the right to refer the matter to an approved independent redress scheme.

Approved Redress Schemes

Where the dispute arises from a commercial or professional appointment rather than a consumer transaction, and the matter cannot be resolved internally, the parties may refer the dispute to the RICS Dispute Resolution Service (DRS) as the appropriate external arbitration body. The DRS can appoint an independent arbitrator, independent expert, or mediator depending on the nature of the dispute and any arbitration clause in the original appointment contract. Jennings & Cooke will cooperate fully with any appointed third party and meet its obligations under the relevant procedural rules.

Prior to formal referral, and where the professional relationship is ongoing, the Firm will suggest the RICS Conflict Avoidance Process (CAP) as a preliminary step, which can provide a non-binding expert assessment and recommendations without prejudice to either party’s position.

6. Timescales Summary

Action → Timescale

Written acknowledgement of complaint → Within 3 working days of receipt

Stage 1 full written response → Within 28 calendar days of acknowledgement

Notification if Stage 1 response will be delayed → Before expiry of 28-day period

Stage 2 independent review response → Within 28 calendar days of review request

Maximum total time before external referral available → 8 weeks from initial receipt

7. Client Notification at Outset of Engagement

In accordance with RICS requirements, Jennings & Cooke will inform all clients of this complaints procedure at the outset of each engagement. This will be achieved by:

• Inclusion of a summary within the Client Care Letter / Terms of Engagement

• Reference to the full procedure available on request or via the Firm’s website

• Providing the name of the Complaints Lead as the designated point of contact

The Client Care Letter will include the following statement as a minimum:

“Should you have any complaint about the service provided by Jennings & Cooke, please contact Dave Cooke at dave@jenningsandcooke.com. We operate a formal complaints procedure, a copy of which is available on request. If we are unable to resolve your complaint, you may refer it to the RICS CAP or DAC processes.”

8. Conduct During the Complaints Process

Throughout the complaints process, Jennings & Cooke will:

• Treat all complainants with courtesy, respect, and fairness

• Maintain confidentiality — complaint details will not be disclosed to third parties without consent, except where required by law or RICS

• Ensure that the complaint handler has no conflict of interest with the matter under review

• Not discriminate on any grounds, including age, disability, race, religion, sex, or sexual orientation

• Keep clear written records of all communications and decisions

• Offer a meeting or call with the Complaints Lead where this would assist resolution

If at any time the Complaints Lead has a personal interest in the complaint, it will automatically be escalated to Director 2 for independent handling from the outset.

9. Complaints Register and Record-Keeping

The Firm will maintain a Complaints Register recording, at minimum:

• Date complaint received

• Complainant name and contact details

• Nature of the complaint and service/matter concerned

• Date of acknowledgement

• Name of complaint handler

• Summary of investigation findings

• Outcome and any remedial action taken

• Date of Stage 1 and Stage 2 responses (where applicable)

• Whether referred to the redress scheme and outcome

All complaint files and the Register will be retained for a minimum of 6 years. Records will be held securely in accordance with the UK GDPR and the Firm’s Data Protection Policy.

The Register will be reviewed by both Directors at least annually as part of the Firm’s quality assurance and risk management review. Trends and lessons learned will be used to improve service delivery.

10. Monitoring, Review, and Continuous Improvement

This procedure will be reviewed at least annually, or earlier if required by a change in RICS requirements, a significant complaint, or a material change to the Firm’s business. The review will consider:

• The number and nature of complaints received during the period

• Compliance with timescales

• Outcomes and any financial redress paid

• Whether any systemic or recurring issues have been identified

• Staff training needs arising from complaints

Any amendments to this procedure will be approved by both Directors and communicated to all staff before taking effect.

11. Professional Indemnity Insurance

Jennings & Cooke maintains Professional Indemnity Insurance (PI) in accordance with RICS requirements. Details of the Firm’s PII insurer, policy number, and level of cover are available to clients on request. Where a complaint has the potential to give rise to an insurance claim, the Firm will notify its PII insurer in accordance with the policy terms.

12. RICS Regulatory Obligations

As a firm ‘Regulated by RICS’, Jennings & Cooke is subject to the RICS Rules of Conduct and associated Professional Standards. These include the obligation to:

• Operate an effective complaints handling procedure

• Belong to an approved redress scheme for any service involving residential property

• Co-operate with RICS in the event of a regulatory investigation

• Maintain appropriate records and respond to RICS monitoring requirements

RICS may be contacted at: RICS, Parliament Square, London SW1P 3AD  |  www.rics.org  |  +44 (0)24 7686 8555

Approved by Director 1: Dave Cooke