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Complaints Procedure


Commercial Property Real Estates endeavours to provide the best professional and customer service on every instruction and if you have a complaint, we will do our best to resolve to your satisfaction.


If you have a complaint about Commercial Property Real Estates or any of their employees, then this note sets out the procedure which we will follow in dealing with that complaint.


  1. A person has been appointed in this office to deal with complaints and you should not hesitate to contact the relevant person. Details are set out below:

    [Mrs T J Hopkinson – Commercial Property Real Estates, Derwent House, Dale Road, Matlock, Derbyshire. Email]

  2. Where the complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.

  3. Once we have received a written summary of the complaint, we will contact you in writing within fourteen days to inform you of our understanding of the circumstances leading to your complaint.  You may make any comments that you wish in relation to this, although we will not await any such comments before proceeding with our own investigation of your complaint.

  4. Within twenty-eight days of receipt of your written summary the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

  5. If you remain dissatisfied with any aspect of our handling of your complaint and are a “Consumer”, (i.e the dispute relates to a contract for services outside the course of any business you may have), your complaint can be considered by the Centre for Effective Dispute Resolution, 70 Fleet St, London EC4Y 1EU.

  6. If you are a business, please write to RICS Dispute Resolution Services, Surveyor Court, Westwood Way, Coventry, CV4 8JE

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