Complaints Handling

E³ Consulting is committed to conducting business ethically, transparently and with integrity, so as to provide all our clients and others with high-quality property taxation services. Every individual and organisation that acts on the Company’s behalf, or represents the Company, is responsible for ensuring that we comply with any necessary regulations and laws to provide the very best advice and customer care to our clients and others.

As a Regulated Firm, E³ Consulting must comply with the RICS Rules of Conduct (version effective from 02 February 2022), which cover broadly how we act, our professional competence and the service we provide, as well as areas such as diversity, equity and inclusion, and public confidence.

Appended to the Rules of Conduct are the professional obligations of members and firms to RICS which includes:

"Firms must publish a complaints-handling procedure, which includes an alternative dispute resolution provider approved by RICS, and maintain a complaints log."

E³ Consulting is committed to:

• Ensuring all of our staff understand what complaints should be logged and where.
• Empowering our employees to deal with dissatisfaction themselves where appropriate, but encouraging them to direct more serious concerns or dissatisfaction to the complaints process.
• Informing our professional indemnity insurers when required.
• Taking all complaints seriously and not making any assumptions about the likely outcome of the complaint until it has been fully investigated.
• Maintaining professionalism when handling a complaint.
• Ensuring the complaint handler is independent from the complaint issue.
• Handling the complaint in a timely manner and keep the complainant updated throughout.
• Resolving any complaints through alternative dispute resolution (ADR) where it cannot be initially resolved between the Company and relevant parties.
• Reporting to RICS regulation any necessary matters in accordance with the Rules for the registration of firms.

If you are unhappy about anything, we need you to tell us about it in writing. This will help us to improve our standards and ensure we can improve our communications, procedures and/or processes to minimise any future occurrences. 

Please see our published complaints handling procedure downloadable in the right column of this page.