Elvet Estates - Complaints Handling Procedure

As a regulated RICS firm we have in place a Complaints Handling Procedure (CHP) which meets the regulatory requirements of the RICS and in particular Rule 7 of the Rules of Conduct for Firms.

Our CHP has two stages. Stage One of the CHP 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 fully reviewed and considered by an independent approved redress provider (ADR) as approved by RICS.

Stage One

If you have spoken to us about your complaint and it has not been resolved to your satisfaction, we ask that you put the details of your complaint in writing. This is to ensure that we have full understanding of the reasons for your complaint and have the opportunity to review your claims further. Your complaints should be addressed to:-

Mr Peter A Smith MRICS

Director/Chartered Surveyor

Elvet Estates Ltd

85 New Elvet



Email: Durham@BFHEE.com

We will consider your complaint as quickly and as fully as possible and will acknowledge the same within 7 days of receipt. If we are not able to give you a full response for any reason, we will update you within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint, then you have the opportunity to take your complaint to an Independent Redress Provider as approved by the RICS Regulatory Board. We have chosen to use the following provider:-

For Consumer Clients

In writing to: -

The Property Ombudsman

Milford House,

43–55 Milford Street




01722 333306

01722 332296




For Business to Business Clients: 

RICS Dispute Resolution Service

55 Colmore Row, Birmingham

B3 2AA

020 7334 3806

Email Enquiries to: drs@rics.org

Web Site Address: www.rics.org/drs


Last Updated : 1st March 2021

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Elvet Estates was founded in 2014 by the directors of the multi-award winning student housing provider, Bill Free Homes.

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