Complaints Procedure
If you have a complaint, this page sets out the procedure we follow in dealing with it.
Who to Contact
Luke Banks deals with complaints. If you have a question, or would like to make a complaint, please contact him:
Mr Luke Banks
Banks Chartered Surveyors
Bamfords Farm, Grange Lane, Hutton, Preston PR4 5JE
Phone: 07857 877925
Email: luke@banks-surveyors.co.uk
If you first make your complaint by phone or in person, please also put it in writing to Mr Luke Banks, so we fully understand what your complaint is. Please say when, and to whom, you first made it.
Stage One: Our Own Review
Luke Banks will consider your complaint fully on behalf of Banks Chartered Surveyors and try to resolve it to your satisfaction. If you're happy with the outcome of his investigation, the matter ends there.
- Acknowledgement: we'll send a written acknowledgement within 3 working days of receiving your complaint, with a copy of this procedure.
- Investigation: we'll review your file and speak to the member of staff who dealt with you. We aim to respond as quickly as possible, within 7 days.
- Update: if a full response isn't possible by then, we'll give you an update on what's happening with your complaint within 28 days of receiving it.
- Formal outcome: we'll send a formal written outcome of our investigation within 15 working days of receiving your original complaint. In exceptional cases, where we need longer, we'll keep you fully informed and explain why.
Stage Two: Independent Dispute Resolution
If we can't agree how to resolve your complaint, or you remain dissatisfied once our procedure is exhausted, you can take it to an independent dispute resolution service. The procedures each one follows vary.
Consumer Clients: The Property Ombudsman
Consumers have 12 months to refer their complaint to The Property Ombudsman.
The Property Ombudsman Limited
Unit 159756, PO Box 7169, Poole BH15 9EL
Phone: 01722 333 306
Make a complaint · www.tpos.co.uk
Business Clients: CEDR
The Centre for Effective Dispute Resolution (CEDR)
100 St Paul's Churchyard, London EC4M 8BU
Phone: 020 7536 6000 · Email: info@cedr.com
www.cedr.com
Regulated by RICS
Banks Chartered Surveyors is regulated by RICS for the provision of surveying services. This means we agree to uphold the RICS Rules of Conduct for Firms and all other applicable mandatory professional practice requirements of RICS, which can be found at www.rics.org. As an RICS-regulated firm, we've committed to cooperating with RICS in ensuring compliance with its standards. The firm's nominated RICS Responsible Principal is Luke Banks MRICS FAAV.
If you think we've broken RICS rules, you can also report your concern to RICS.
Effective date: 25 January 2026. Review date: 24 January 2027. Procedure owner: Luke Banks, Compliance Lead and Practice Manager.
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