A complaint can be made if you are dissatisfied with any service provided by Carter Jonas. Our complaints procedures comply with the regulations of The Royal Institution of Chartered Surveyors (RICS) and The Property Ombudsman Service (TPOS).
As a regulated RICS firm we have in place a Complaints Handling Procedure to enable you to escalate issues or concerns that you have been unable to resolve. We will endeavour to assess the facts fairly and our goal is to find an amicable solution for all parties. If you are not happy with our final response however, you will have the opportunity to have your complaint reviewed and considered by an independent redress provider.
We do not want you to be unhappy and would therefore always encourage you to raise any concerns with your local office at the earliest opportunity. This helps us improve our relationship with you and often enables issues to be addressed swiftly to everyone’s mutual satisfaction.
Please note formal complaints should be submitted within 12 months from the date that the incident occurred or completion of service, whichever is the sooner. The complaint will be considered time barred if received after this date.
You may escalate your concerns by writing to us. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint.
You can submit a formal complaint here, email us at Complaints@carterjonas.co.uk, or write to us at - Carter Jonas Complaints, 51 Northbrook Street, Newbury RG14 1DT.
Please provide as much detail as possible including:
the office you have been in contact with,
what service we were providing,
where you consider we have failed to meet expected standards, and
what solution you would ideally like to achieve
We will acknowledge receipt of your complaint within 3 working days.
We will investigate the circumstances of your complaint including contacting the local office and we will provide a summary of our findings within 15 working days of the acknowledgement.
If you are still not satisfied, you may contact us again and we will have a further 15 working days to provide a Final Response.
If you are still not satisfied when you have received our Final Response, or 8 weeks has elapsed since you first wrote to us, you can choose to take your complaint to an independent redress provider, as listed below.
There are different providers depending on who you are and the type of service your complaint relates to; we will advise in our Final Response which redress scheme is appropriate.
your complaint is time barred
the dispute is between landlords and tenants,
the issue relates to an end of tenancy deposit dispute. There are different tenancy deposit schemes, and we will advise you of the appropriate process if a dispute arises,
your concerns relate to legal or regulatory obligations including but not limited to matters arising in relation to Data Protection and Anti-Money Laundering. These matters will be considered but are outside this complaint’s procedure,
you disagree with a statement or opinion where Carter Jonas is acting in the capacity of an Expert Witness.
You should be aware that if you have any fees or payments outstanding (including rent) these will remain due. In the event monies are due and you are in dispute with us The Property Ombudsman (TPOS) advises that you make payment on a “without prejudice” basis which means the payment cannot be used as evidence should the dispute proceed to Court.
We hope it will not be necessary, but we would remind you that we will be entitled to follow our normal procedures for collecting any outstanding monies due including where appropriate applying interest charges or initiating Court proceedings.
This procedure sets out how Carter Jonas LLP handles complaints relating to the processing of personal data, in line with UK data protection law and guidance from the Information Commissioner’s Office (ICO) including the obligations as set out in the Data (Use and Access) 2025 (“DUAA”).
We are committed to ensuring that all complaints are handled promptly, transparently, and fairly, and that individuals are informed of their rights.
This procedure applies to:
All individuals whose personal data we process
Complaints relating to:
Data subject rights (e.g. access, erasure)
Lawfulness of processing
Data accuracy or retention
Data sharing or security concerns
In some cases, Carter Jonas may be a data processor on behalf of their clients. In this case your complaint will also be shared with the client. You will be advised of this when you received our acknowledgement.
To ensure we have a clear understanding of your concerns we ask that complaints are submitted in writing. You can contact us as follows:
Post | Data Protection Compliance, 51 Northbrook Street, Newbury RG18 9QT |
Your complaint should include:
Your name and contact details.
Your relationship to Carter Jonas (eg. tenant, vendor, purchaser etc).
Details of the Carter Jonas office, including the names of any employees or Partners, you have had dealings with.
A description of the issue.
Any supporting correspondence.
Your desired outcome.
Please note:
If you are contacting us on behalf of someone else, we will need their written confirmation before we can proceed.
We may need to verify your identity before we can proceed with our investigations. We will contact you if this is required.
Under the DUAA we have up to 30 days to acknowledge receipt of your complaint, however, we will normally confirm receipt of your complaint within 3 working days from the date it was received by us.
In our acknowledgement we will confirm when you can expect to receive a final response and give you a reference number which we would request is used in any future correspondence.
We will review the concerns you have raised and contact the Carter Jonas involved where appropriate.
We will assess severity and risk of the concerns raised and gather relevant information. At this stage we may need to contact you again for further information or clarification.
Once we have understood the circumstances, we will then consider our legal and regulatory obligations and our internal procedures to identify whether there have been any failings.
You can expect a full response from us within 30 days of the complaint being received by us.
If the matter proves complex, we may need to extend this response time, but we will keep you advised of this. We will not do this unless necessary.
In our final response we will aim to provide sufficient information to enable you to understand the actions we have taken and how we have reached our conclusions.
You can expect to receive an explanation of:
The scope of our investigations
How we have complied with the relevant data protection obligations.
Any breaches or failings that may have been identified.
What has been done to resolve or remedy the concerns you have raised.
Where applicable, what remedial actions have been taken to prevent a reoccurrence.
We hope that we will be able to resolve the concerns you have raised however if you remain dissatisfied you may escalate your complaint to the ICO. You can find full details of your rights and the process to follow on the ICO website - https://ico.org.uk/make-a-complaint/ Carter Jonas LLP’s registration number is Z6776528.
TPOS is free to consumers and will consider all consumer complaints including residential sales, lettings and property management.
TPOS is the approved redress scheme for residential estate agents in the United Kingdom under the consumers, Estate Agents and Redress Act 2007, and for residential lettings/managing agents under the Enterprise and Regulatory Reform Act 2013.
You must escalate your dispute within 12 months of receiving your final response.
Our TPOS registration number is R00346
Postal Address | The Property Ombudsman Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP |
Telephone | |
Website |
CEDR is free to consumers and can consider any consumer complaints except for residential agency (sales, lettings, property management).
We would recommend their services for complaints relating to valuations, building surveys, land measurement, professional advice, and project management.
CEDR will also consider complaints from small businesses (ie. fewer than 10 employees).
You must escalate your dispute within 12 months of receiving your final response.
Postal Address | Centre for Effective Dispute Resolution, 70 Fleet St, London, EC4Y 1EU |
Telephone | |
Website |
If you are a Business the RICS Dispute Resolution Service (DRS) provides services to resolve disputes in land, property and construction.
This service may be used on a case-by-case basis with the agreement of both parties.
Postal Address | RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AA |
Telephone | |
Website |
FOS is free to consumers and can consider complaints under the Financial Services and Markets Act 2000 and the Consumer Credit Act 2006.
Carter Jonas is regulated by the FCA for activities relating to credit broking (ie. where we assist you with financial lending applications) and insurance distribution.
The FOS will also look at complaints from small businesses that have an annual turnover of less than £1 million.
Referrals must be made within 6 months of the Final Response.
Postal Address | Financial Ombudsman Service South Quay Plaza, 183 Marsh Wall, London, E14 9SR |
Telephone | 0800 025 4567 (free from landline) or 0300 1239 123 |
Website |
Our FCA Firms Registration Number is 726234.
The Ombudsman Service is a not-for-profit organisation which aims to help resolves disputes between energy suppliers or brokers and their customers.
Carter Jonas is considered to be an energy broker where we refer contacts to energy suppliers.
The independent, impartial service takes into account both the rules and regulations and what is fair and reasonable.
You must escalate your dispute within 12 months of receiving your final response.
Postal Address | Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF |
Telephone | |
Website |
