Complaints Handling Procedure


If you have any complaint against APB (Leicester) LLP this note sets out the procedure which we will follow in dealing with your complaint:-

1. The persons appointed in this office to deal with complaints are the Partners and you should contact either:

Timothy A Shattock, MRICS (


James M Phillips, MRICS (

Ground floor Blaby Hall
Church Street
Leicester LE8 4FA

Telephone No: (0116) 254 0382

2. Where your complaint is initially made orally you will be requested to send a written summary of your complaint to the person dealing with it. We shall acknowledge a compliant within 3 working days.

3. Once we have received your written summary of the complaint, we will contact you in writing within 15 days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you have in relation to this.

4. Within 15 days of receipt of the written summary the person dealing with your complaint will write to you in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.

5. If you remain dissatisfied or the complaint has still not been resolved to your satisfaction we agree to the referral of your complaint to either:-

The Property Ombudsman (Membership Number T01503), Millford House, 43 – 55 Millford Street Salisbury, Wiltshire, SP1 2BP.


RICS Dispute Resolution Service, Surveyors Court, Westwood Way, Coventry, CV4 8JE.

These services are approved by the Royal Institution of Chartered Surveyors Regulatory Board.

Complaints must be referred to the Ombudsman within 12 months.