Complaint Handling Procedure

Many concerns can be resolved directly and in the first instance please get in touch with your usual contact as they are generally able to provide you with an immediate response to your satisfaction.

In the event of a complaint Villiers Rating Ltd are members of the Royal Institution of Chartered Surveyors (RICS) and we operate a formal procedure to deal with complaints from clients and others. Details of this procedure are available from the Complaints Officer, Roderick Bisset at

For unresolved business to business complaints there are provisions for matters to be referred to mediation or arbitration as appropriate.

The following information is supplied in accordance with our obligations under The Provision of Services Regulations 2009.

Legal status:

A limited liability company registered in England & Wales

Registered office and postal address:

First Floor, Telecom House, 125-135 Preston Road, Brighton, England, BN1 6AF



07973 347 876

Public registers:

Details about the company registration can be viewed at under company number, Company number 12265215

VAT number:

We are not registered for VAT (as of January 2020)

General terms & conditions:

A letter of engagement accompanied by our standard terms and conditions will be provided to the client at the commencement of any engagement to which they apply.

Applicable law:

Unless otherwise agreed, English law, with the English Courts having exclusive jurisdiction in relation to any claim, dispute or difference concerning the service and any matter arising from it.


In accordance with the disclosure requirements of the Provision of Services Regulations 2009, our professional indemnity insurance is arranged by Hiscox plc is a company registered in England and Wales under company registration number 2837811 and registered office at 1 Great St Helen’s, London EC3A 6HX. The policy complies with the requirements of the RICS and the territorial and jurisdictional cover is within the United Kingdom, subject always to the full terms and conditions of the policy.

Complaint Handling Procedure

This overview, together with the flow chart on the final page, sets out our procedure to follow in dealing with complaints. A named individual has been appointed to deal with complaints as follows:

Roderick Bisset
Complaints Officer
Villiers Chartered Surveyors
First Floor, Telecom House, 125-135 Preston Road, Brighton, England, BN1 6AF
Tel: 07973 347876

a) Where the initial complaint is made verbally the complainant is requested to send a written summary of the complaint to Chris Cave, Complaint Officer listed above. The Complaints Officer will acknowledge receipt of the written summary to the complainant within three working days of receipt and record the complaint on the central complaints log.
b) Within five working days of receipt of the written summary the Complaints Officer will write to the complainant summarising our understanding of the circumstances leading to the complaint. The complainant will be invited to make any comments that they may have in relation to our summary within five working days to the Complaints Officer.
c) Within ten working days of receipt of the written summary the Complaints Officer will write to the complainant to advise the outcome of the investigation and to advise what actions have been or will be taken.
d) If the complainant is dissatisfied with any aspect of our handling of the complainant, they can take the following course of action:
If the complaint is made by an individual (RICS definition: the Consumer) the complainant can make application to CEDR as follows:

Centre for Effective Dispute Resolution International Dispute Resolution Centre 70 Fleet Street London EC4Y 1EU United Kingdom
Tel: +44 (0)20 7536 6000 Fax: +44 (0)20 7536 6001 Email:

If you have an urgent dispute resolution enquiry then please contact

Or if the complainant is a Business and is dissatisfied with any aspect of the handling of the complaint, the complainant can refer the complaint to the RICS Dispute Resolution Service as follows:

RICS Dispute Resolution Service 55 Colmore Row Birmingham B3 2AA Call: +44 (0) 20 7334 3806