At Sircle, we take great pride in our work and the positive feedback we receive from our clients. However, if a client has a concern that develops into a complaint, we take it seriously. Complaints provide an opportunity to put things right and learn for the future. Our aim is to resolve every issue fairly, promptly, and transparently.

As a Royal Institution of Chartered Surveyors (RICS) registered firm, Sircle is required to have a Complaints Handling Procedure (CHP) in place, which explains how we handle complaints from clients and how to escalate a complaint to an independent redress provider if we are unable to resolve it to the client’s satisfaction.

1. Letting Us Know

If you wish to make a complaint about a service carried out by Sircle, don’t hesitate to get in touch with us by email at [email protected], by phone on 0333 999 3747, or by post at:
Sircle
Churchill Court
Palmerston Road
Bournemouth

Please provide as much detail as possible, including your contact information, what happened, when it occurred, and what you would consider a satisfactory resolution.

2. What Happens Next

• We will acknowledge your complaint within 7 days of receipt.
• Your complaint will be logged and reviewed by a member of our management team.
• We will investigate promptly, which may include speaking with the colleagues involved and asking you for further details if necessary.

3. Our Response

• Wherever possible, you will receive a written response within 28 days.
• If we require more time, for example, to gather additional information, we will inform you accordingly.
• Our response will outline the findings of our investigation and any proposed resolution.

4. If You’re Satisfied

If you accept our proposed solution, we will take the necessary steps to put matters right and record the lessons learned to prevent recurrence.

5. If You’re Not Satisfied

If you are not satisfied with our proposed resolution, you have the opportunity to refer your complaint to an independent redress scheme.

For property and surveying matters, our chosen provider is:

The Property Ombudsman
Milford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP

The Ombudsman will review your complaint impartially and make a recommendation, which we will implement in full.

6. Learning and Improving

We carefully review all feedback, positive or negative, to continually improve the services we offer.