Farrow & Gould Limited Dispute Resolution Policy

    Updated 1st April 2026

    Farrow & Gould Limited is a Limited Company registered in England and Wales
    Company Registration Number: 14876073

    Complaints Handling Procedure ("CHP")

    As a regulated RICS firm, we have in place a CHP, which meets the regulatory requirements. 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 reviewed and considered by an independent redress provider, approved by RICS.

    Stage One

    If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

    Simon Pope
    Farrow & Gould Limited
    124, City Road
    London
    EC1V 2NX

    We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, 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 RICS Regulatory Board. We have chosen to use the following redress providers:

    For Consumer Clients:

    Centre for Effective Dispute Resolution
    The International Dispute Resolution Centre,
    70 Fleet Street,
    London,
    EC4Y 1EU

    For Business-to-Business clients:

    RICS Dispute Resolution Service
    55 Colmore Row
    Birmingham
    B3 2AA