As a regulated Royal Institution of Chartered Surveyors (RICS) firm, we operate a Complaints Handling Procedure (CHP) that meets RICS regulatory requirements.

Our procedure has two stages, giving us the opportunity to review your complaint internally first, and if required, enabling you to refer the matter to an approved independent redress provider, approved by RICS.

Stage One – Internal Review

If you have already spoken to us regarding your complaint, please also put the details in writing so that we have a full and clear understanding of the issues raised. Please send your written complaint to:

Patrick Paton
Paton & Co Group LLP
New Elgin Road, Elgin, Moray, IV30 6BA

T: 01343 862 969
E: [email protected]
Or
E: [email protected]

Acknowledgement & Investigation

• We will acknowledge receipt of your complaint within 3 working days, enclosing a copy of this procedure.

• Your complaint will be investigated by a partner, who will review your file and speak with any staff involved.

• A formal written outcome will be sent within 15 working days of the acknowledgement.

• If a full response cannot be provided, we will update you within 28 days.

If you remain dissatisfied after receiving our response, you may proceed to Stage Two.

Stage Two – Senior Review

If you are not satisfied with our Stage One outcome, please request a further review. A senior member of staff will conduct an independent internal review. We will provide our final written viewpoint within 15 working days of receiving your request.

Independent Redress (After Stage Two or 8 Weeks)

If you are still not satisfied after our full in-house procedure — or if more than 8 weeks have passed since your complaint was first raised — you may refer your complaint to an independent redress provider.

For Consumer Clients

Residential Letting, Residential Property Management, and Residential Estate Agency:

Property Redress Scheme
Premiere House, 1st Floor
Elstree Way
Borehamwood
WD6 1JH

T: 0333 321 9418
https://www.theprs.co.uk

Surveying Services (outside of residential agency):

Centre for Effective Dispute Resolution (CEDR)
100 St Pauls Churchyard
London
EC4M 8BU

T: 020 7536 6000
E: [email protected]
www.cedr.com/consumer/rics

For Business-to-Business Clients

RICS Dispute Resolution Service (DRS)
55 Colmore Row
Birmingham
B3 2AA

T: 020 7334 3806
E: [email protected]
www.rics.org/drs

General Matters – Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street, London, EC4Y 1EU
www.cedr.com

Estate Agency Complaints – Property Redress Scheme (PRS)
Premiere House, 1st Floor, Elstree Way, Borehamwood, WD6 1JH
www.theprs.co.uk

Alternative Consumer Redress – The Property Ombudsman (TPO)
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP

T: 01722 333 306
E: [email protected]
www.tpos.co.uk

Arbitration Procedure for Surveying Disputes - Centre for Effective Dispute Resolution (CEDR), 70 Fleet Street, London EC4Y 1EU (www.cedr.com)

Centre for Disputes Resolution (CEDR) Model Mediation Procedure.

Important Notes

• Complaints must be submitted to TPO within 12 months of receiving our final viewpoint letter.

• TPO requires that all complaints are first addressed through our full in‑house CHP.