Complaints Handling Procedure & Referral Fees

As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. Our CHP has two stages. Stage one of the CHP gives our firm the opportunity to review and consider your complaint in full. Our firm will try to resolve your complaint to your satisfaction. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two gives you the client, the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Mark Richardson BSc MRICS
Boxall Brown & Jones
Oxford House, Stanier Way
Wyvern Business Park
DE21 6BF

Telephone: 01332 292825

Email: [email protected]

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Sales and Lettings Complaints:

The Property Ombudsman Service (

View Complaints Procedure template

For Survey and Valuation Complaints:

Centre for Effective Dispute Resolution (CEDR) (

For Business Complaints:

RICS Dispute Resolution Service (

Boxall Brown & Jones are regulated by: The Royal Institution of Chartered Surveyors, 12 Great George Street, Parliament Square, London, SW1P 3AD.

Referral Fees

Boxall Brown & Jones believe is being wholly transparent about referral fees received from contractors and service providers. 

Boxall Brown & Jones receive a referral fee for referring business to contractors and service providers.  Contractors who undertake work on properties managed by Boxall Brown & Jones pay a fee of 10% plus VAT of any fees charged to Boxall Brown & Jones.  EPC providers pay a referral fee of £35 including VAT for each referral.  Solicitors pay a referral fee of £100 plus VAT on each completed transaction.  Financial service providers pay a fee of £200 including VAT on each completed mortgage/policy.  Providers of landlord/tenant insurance and/or utility switch services pay a referral fee on each completed policy which varies dependent on each policy. 

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