PROFESSIONAL STANDARDS
Complaints Handling Procedure
Last updated: 26 September 2026
We aim to provide a responsive, professional service. If something has gone wrong, we want to understand the issue, put matters right where we can and use the experience to improve.
How to make a complaint
Please put your complaint in writing and address it to the Director:
Ivystone Asset Management Ltd4th Floor, 8 Minories
London EC3N 1BJ
Email: info@ivystoneam.co.uk
Telephone: 020 3026 3710
Information to include
To help us investigate promptly, please provide:
- your name, property address and preferred contact details;
- a clear description of what happened and when;
- the names of any Ivystone team members involved;
- copies of relevant correspondence or supporting documents; and
- the outcome you would like us to consider.
If you need this procedure in another format or require a reasonable adjustment, please tell us.
Stage one: investigation
We will acknowledge your complaint within three working days. A person with appropriate authority will investigate the matter, review the available records and, where necessary, contact you for further information.
We aim to provide a full written response within 15 working days. If the investigation is likely to take longer, we will explain why and tell you when you can expect our response.
Stage two: internal review
If you remain dissatisfied, you may ask us in writing to review the response. The review will be undertaken by a director or senior person who was not directly involved wherever practicable. We will acknowledge the request within three working days and aim to issue our final viewpoint within 15 working days.
Our internal complaints process will not exceed eight weeks from the date we first receive your complaint.
Independent redress
If you remain dissatisfied after receiving our final viewpoint, or eight weeks have passed since you first complained, you may be able to refer the matter to an independent redress provider. Consumer referrals are free of charge.
Residential property consumers
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Telephone: 01722 333 306
You should normally refer your complaint within 12 months of our final viewpoint.
Other eligible consumer complaints
CEDR Services Ltd
100 St Paul's Churchyard, London EC4M 8BU
Telephone: 020 7536 6116
Email: surveyors@cedr.com
CEDR is an RICS-approved consumer ADR provider. Eligibility and scheme terms apply.
Business and corporate clients
Where a complaint is made in a business or corporate capacity and cannot be resolved through our internal process, our final viewpoint will identify the appropriate RICS-approved business-to-business ADR route for the service concerned.
Regulatory concerns
RICS Regulation considers concerns about the conduct or competence of RICS members and regulated firms. It is separate from the independent redress process and does not generally decide contractual disputes. Information is available at rics.org.