Complaint Handling Procedure

1. Introduction

HRP Partnership London Ltd is committed to providing high-quality services to our clients. However, we understand that there may be instances where clients are dissatisfied with our services. This Complaint Handling Procedure is designed to address and resolve any concerns or complaints promptly and fairly. If you are not happy with our response, you will have the opportunity to escalate your complaint so it can be reviewed and considered by an independent redress provider, approved by RICS.

2. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction by a client or stakeholder about the quality, process, or outcome of our professional services.

3. Complaints Handling Team

The Complaints Handling Team is responsible for receiving, recording, and resolving complaints. The team comprises of Mr Ian Bryan (Senior QS) and Mr. Meir Porat (Director). Clients are encouraged to direct their complaints to this team through the following channels: Email: ;

4. Complaint Registration

Once you have raised your complaint with us over the phone, we would kindly ask that you put the details of your complaint in writing. Upon receiving a complaint, the team will record the details in the Complaints Register. The following information will be recorded:

  • Name and contact details of the complainant
  • Nature of the complaint
  • Date of complaint receipt
  • Assigned case number.

5. Acknowledgment of Complaint

The Complaints Handling Team will acknowledge receipt of the complaint within 5 working days. The acknowledgment will include the case number, expected timeline for resolution, and contact details of the person handling the complaint.

6. Investigation

An investigation will be initiated promptly after acknowledgment. The assigned team member will review relevant documentation, interview involved parties, and gather necessary information to understand the complaint fully.

7. Resolution

Once the investigation is complete, the Complaints Handling Team will propose a resolution. The resolution may include corrective actions, compensation, or other appropriate measures to address the complaint.

8. Communication of Resolution

The client will be informed of the resolution within 3 working days of the completion of the investigation. The communication will include a summary of the findings, actions taken, and any compensation if applicable.

9. Escalation

If the client is not satisfied with the resolution, they may escalate the complaint to Mr. Meir Porat (Director @ within 5 working days of receiving the resolution. The escalation contact will conduct a review and propose a final resolution. 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.

10. Continuous Improvement

HRP Partnership London Ltd is committed to continuous improvement. Feedback from complaints will be analysed periodically to identify trends and areas for improvement in our services.

11. Review and Update

This Complaint Handling Procedure will be reviewed annually and updated as necessary to ensure its effectiveness. HRP Partnership London Ltd appreciates the feedback from our clients and is dedicated to resolving complaints promptly and efficiently.