Regulated by RICS

Regulation

As a firm we are members of the Royal Institution of Chartered Surveyors (RICS). 

The majority of Stags’ Partners, and members of the Professional Services team, as well as others within Stags are Chartered Surveyors. 

Chartered Surveyors is the description of Professional Members or Fellows of the Royal Institution of Chartered Surveyors (RICS). 

The RICS promotes and enforces the highest professional qualifications and standards and we have chosen to be subject to their strict standards of quality assurance in order that clients who work with us can have confidence in the quality and ethics of our service. 

Complaints Procedure

At Stags, we endeavour to provide the highest levels of service and we are Regulated by RICS. We do however recognise that on occasions things do not go according to plan and in such instances we operate a Complaints Procedure, which meets the regulatory requirements, so that our clients may inform us of any issues they have experienced and we will try to resolve them. 

In our experience most complaints may be simply rectified without resorting to a formal procedure and, as a firm, Stags remains keen to resolve problems simply if possible. 

In the first instance, you should contact the relevant Office or Department Manager detailed below who will make every effort to resolve your issue or problem informally.

If your complaint cannot be resolved on this basis or, if you prefer to follow the formal procedure from the outset then please contact, in writing, with a summary of your complaint the appropriate Complaints Handling Manager as listed below:
 

Estate Agency: 
The Property Partner who oversees the office. Their details will be available from the office in question. 

Residential Lettings:
Andrew Luxton MRICS FARLA, STAGS, Bank House, 66 High Street, Honiton, Devon, EX14 1PS
a.luxton@stags.co.uk

Professional Services, Auctioneering and all other business:
Alex Rew FRICS FAAV, STAGS, 19 Bampton Street, Tiverton, Devon, EX16 6AA
a.rew@stags.co.uk

We will acknowledge receipt of your written complaint and supply you with a copy of our Complaints Procedure which will then be followed. 
 
If you are happy with the outcome of our investigation, the matter will conclude. However, if we cannot agree on how to resolve the complaint there is the opportunity to refer it to the independent redress mechanisms below (approved by RICS).

For private individuals or “consumer clients”: 
The Property Redress Scheme, Premiere House, 1st Floor, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH
complaints@theprs.co.uk

For Corporate or Business-to-Business clients: 
RICS Disputes Resolution Service, Surveyors Court, Coventry, CV4 8JE. 

Your money will be held in a designated client account and protected through the RICS client money protection scheme (for exclusions and limits visit www.rics.org/clientmoneyprotectionscheme).

Your money is held in accordance with the RICS client money protection scheme rules, which can be viewed here: https://www.rics.org/globalassets/rics-website/media/upholding-professional-standards/regulation/client-money-protection-scheme-rules-rics.pdf