BGL Partners

Complaints Handling Procedure

This document sets out the procedure to be followed if a party wishes to bring a complaint against BGL Partners. We are regulated by the Royal Institution of Chartered Surveyors (RICS) and this Complaints Handling Procedure complies with the regulatory requirements of the Institution.

Our Complaints Handling Procedure has two stages:

Stage One 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 our professional regulatory body or an independent redress provider approved by RICS.

Stage One

We have appointed Antony Green, a partner of BGL Partners, to conduct the Complaints Handling Procedure for the firm. If you have a question, or if you would like to make a complaint, please contact Antony.

If you have initially made your complaint verbally, whether face to face or by telephone, please also make it in writing, addressed to Antony Green at the above address. This is to ensure that we fully understand the nature of your complaint and have a written record of it.

We will acknowledge your complaint within 7 days and will consider the complaint as quickly as possible. We will provide you with a full response or, if that is not possible, an update on what is happening with your complaint, within 28 days.

We will try to resolve the complaint to your satisfaction. If you are satisfied with the outcome of our investigation into your complaint, the matter will conclude.

Stage Two

If we cannot agree on how to resolve your complaint, you will have the opportunity to take your complaint to the RICS Dispute Resolution Service (DRS) for business-to-business disputes; alternatively, through the Centre for Effective Dispute Resolution (CEDR), an independent redress provider approved by the RICS Regulatory Board.

The contact and download information for both routes are shown below:

RICS Dispute Resolution Service

https://www.rics.org/dispute-resolution-service

Centre for Effective Dispute Resolution

https://www.cedr.com/contact-us

© 2026 BGL Partners. All rights reserved.

Document last updated – August 2026