Complaints Handling Process

Mensura Ltd’s complaints handing procedure existing to enable any complaint or dispute to be resolved in good faith as quickly as possible.

If you have experienced any issues or are unhappy with any part of our service, whether this is presented in person, on the telephone, via video conference, online or in writing we are committed to treat it seriously and will always endeavour to resolve it in good faith to your complete satisfaction.

Mensura Ltd is regulated by the Royal Institution of Chartered Surveyors (RICS) and as such operates this complaint handling procedure; although nothing shall prevent you from contacting RICS Regulation at any time. 

If you have a complaint, then this Part 1 sets out the procedure which we will follow in dealing with the complaint.

The directors are responsible for handling any complaint raised against Mensura, and you should not hesitate to contract the relevant personnel as shown below using our contact form.

• Douglas Beckwith
• James Beckwith

Should you have a complaint against one of the directors listed above please feel free to contact the other director for a confidential discussion regarding your complaint who will look to resolve your issue in a timely and satisfactory manner.

Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the person dealing with it. Please use our contact form.

Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.

Within twenty-one days of receipt of your written summary, the person dealing with your complaint will write to you, to inform you of the outcome of their investigation and to let you know what actions have been or will be taken.

If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you should write to our either of Directors, Douglas or James Beckwith using the contact form. The Director you contact will conduct a separate review of your complaint and contact you within fourteen days to inform you of the conclusion of this review.

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 RICS Regulatory Board.  We have chosen to use the following redress provider:

The Commercial and Consumer Dispute Resolution: www.cedr.com, Contact CEDR, Centre for Effective Dispute Resolution, International Dispute Resolution Centre, 70 Fleet Street, London.

If at any time you are not satisfied with the outcome of our investigations, you also could take your complaint to RICS Regulation who may investigate the complaint.