Complaints Handling Procedure
Complaints Handling Procedure
Agreed March 2026
Lawson and Fox is committed to providing a high standard of professional service. If you are dissatisfied with any aspect of our service, we encourage you to raise the matter with us so that it can be reviewed and addressed promptly.
Our complaints handling procedure operates in two stages.
Stage One – Review by Lawson and Fox
If you have a complaint, please put it in writing so that we can investigate the matter properly.
Please address your complaint to:
Mike Fox
Complaints Handling Officer
Lawson and Fox
Court House, Sherborne DT9 4LF
Mike.fox@lawsonandfox.com
We will acknowledge receipt of your complaint within fourteen days. The matter will then be investigated and we will provide a written response within 28 days of receiving the complaint.
If we require additional time to complete our investigation, we will inform you and keep you updated on progress.
Stage Two – Independent Redress
If you remain dissatisfied with the outcome of our internal review, you may refer the complaint to the independent redress mechanism approved by the Royal Institution of Chartered Surveyors.
Lawson and Fox uses the following independent redress provider:
Centre for Effective Dispute Resolution (CEDR)
70 Fleet Street
London
EC4Y 1EU
www.cedr.com
CEDR will review the complaint independently and seek to resolve the matter through mediation.
Regulation
Lawson and Fox looks to comply with the RICS Rules of Conduct and professional standards.