Rettie strives to achieve a high level of client satisfaction in all areas of its business and our aim is to provide a first-class service. However, we acknowledge that from time-to-time things may go wrong.
In accordance with the Property Redress Scheme (PRS) https://www.theprs.co.uk/Consumer & Royal Institution of Chartered Surveyors (RICS) https://www.rics.org/profession-standards/rics-standards-and-guidance/conduct-competence/client-relationships-and-handling-data/complaints-handling regulatory requirements, we maintain a dedicated Complaints Handling Procedure (CHP) to explain how complaints should be made, how they will be investigated and resolved.
Complaint Handling Procedure (CHP)
If you wish to make a complaint in respect of services provided to you by Rettie, please in the first instance speak to the manager of the relevant office as we would welcome the opportunity to review and investigate your concerns.
If you are still unhappy and not satisfied write with full details of your complaint, and include any documentation you feel is relevant, and send it to compliance@rettie.co.uk
If you wish to make a complaint about a data protection matter, please contact the Data Protection Officer at compliance@rettie.co.uk. If we cannot resolve the issue, you have the right to complain to the Information Commissioner Office (“ICO”) at https://ico.org.uk/make-a-complaint. From the 19 June 2026, a change in the data protection rules means that you should raise any data protection concerns through Rettie’s complaints procedure in the first instance, before escalating the matter to the ICO.