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Complaints Handling Procedure

Our Complaints’ Handling Procedure has two stages:

  • Stage One gives our organisation the opportunity to review and consider your complaint in full and we will try to resolve your complaint to your satisfaction. If you are not content with our responses, then you will have the opportunity of taking your complaint to Stage Two.
  • Stage Two gives you as the Client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by the Royal Institution of Chartered Surveyors (RICS).
Stage One

Please send written details of the complaint by post to:

Senior Partner
Cowiesburn Asset management LLP
22 Walker Street
Edinburgh, EH3 7HR

Please provide a written explanation of your complaint in order to ensure clarity and full understanding of the issues about which you are complaining.

We will consider your complaint as quickly as possible and would expect to acknowledge receipt of your complaint within 5 working days.

Stage Two

If we are unable to agree on a resolution to your complaint, you have the opportunity to submit your complaint to an independent party as approved by the RICS Regulatory Board.