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CostPro | Quantity Surveying, Claims & Disputes Consultancy | London

Complaints Procedure

CostPro Consulting Ltd – Complaints Handling Procedure

  • CostPro Consulting Ltd is committed to providing a high-quality professional service to all clients. We aim to deliver our services openly, transparently and to the highest professional standards.

    If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible so that we can address your concerns promptly and fairly.

  • A complaint is defined as:

    Any expression of dissatisfaction, whether justified or not, about the service or actions of CostPro Consulting Ltd, our staff, or our appointed consultants.

  • All complaints should be raised in the first instance with our appointed Complaints Handling Officer:

    Ashley Crawford

    Managing Director – CostPro Consulting Ltd

    Email: complaints@costpro.co.uk

    Telephone: 0203 787 9885

    What happens next:​

    • We will acknowledge receipt of your complaint within 7 working days.

    • We will investigate the matter fully and fairly.

    • We will issue a written response with our findings within 14 working days of acknowledgment.

    • If the matter is complex and requires more time, we will keep you informed of progress and explain any delay.

    Every complaint is logged, reviewed and used to help improve our systems and service delivery.

  • If you remain dissatisfied after receiving our final written response, you may escalate your complaint to our independent redress provider. This service is free to consumers.

    CostPro Consulting Ltd is registered with:

    CEDR – Centre for Effective Dispute Resolution

    70 Fleet Street, London, EC4Y 1EU

    Website: www.cedr.com

    Email: info@cedr.com

    You must refer your complaint to CEDR within 12 months of receiving our final response.

  • CostPro Consulting Ltd maintains Professional Indemnity Insurance (PII) in accordance with RICS requirements.

    Details of our PII policy can be provided upon written request.

  • All complaints received are:​

    • Handled confidentially

    • Recorded securely

    • Reviewed as part of our compliance and quality assurance processes

    Making a complaint will not affect your legal rights.

  • If you require this Complaints Handling Procedure in an alternative format (large print, PDF, etc.), please contact us and we will be happy to provide it.

If applicable.

For all correspondence relating to this complaint.

A direct contact number should we need further information.

Please provide the relevant project or contract identifier associated with this complaint.

Name of the person or persons involved.

A clear and detailed description of the issue, including dates, locations, and any relevant background information.

Please upload any supporting documentation (e.g., emails, reports, images, or other relevant evidence). Max 10 files.

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