HMSA Property Services Ltd is committed to providing a high standard of professional service. If something goes wrong, or if you are dissatisfied with the service you have received, we ask that you tell us so that we can consider the matter and seek to resolve it.

HMSA Property Services Ltd is regulated by the Royal Institution of Chartered Surveyors and has a complaints handling procedure in place in accordance with RICS requirements.

Initial concerns

Some issues can be resolved quickly and informally, particularly where they relate to clarification, administration, communication or a minor service matter.

If you raise an initial concern, we will consider whether it can be addressed promptly without the need to treat it as a formal complaint. If the matter cannot be resolved informally, or if you remain dissatisfied, it will be dealt with under our formal complaints procedure.

How to make a formal complaint

If you wish to make a formal complaint, please contact us in writing and provide details of your concern.

Complaints should be addressed to:

Edward Ellis
HMSA Property Services Ltd
Email: info@hmsapropertyservices.com

Please include your name, contact details, the property address or instruction reference, and a clear summary of the issue you would like us to investigate.

What happens next

We will acknowledge receipt of your formal complaint within 7 days.

We will then investigate the matter and aim to provide a written response within 28 days of acknowledging the complaint.

If we require more time to investigate the matter properly, we will let you know and explain when you can expect a response.

Professional indemnity insurance

Where a complaint may involve professional negligence, financial loss, a potential claim, or any matter that may need to be notified under our professional indemnity insurance arrangements, we may need to refer the matter to our professional indemnity insurers before providing a substantive response.

This does not prevent us from acknowledging the complaint or keeping you updated on the process.

If you remain dissatisfied

If you are not satisfied with our final response, or if the matter has not been resolved through our internal complaints procedure, you may be able to refer the matter to an independent Alternative Dispute Resolution provider.

Our appointed Alternative Dispute Resolution provider is:

Centre for Effective Dispute Resolution — CEDR
Independent Adjudication Service for RICS Firms

CEDR provides independent dispute resolution for complaints against RICS-regulated firms where the matter has not been resolved through the firm’s internal complaints procedure.

For consumer complaints, the Alternative Dispute Resolution mechanism must be available free of charge to the consumer.

RICS

As an RICS-regulated firm, HMSA Property Services Ltd is subject to the professional and regulatory requirements of the Royal Institution of Chartered Surveyors.

RICS may consider concerns about the conduct of RICS members or RICS-regulated firms. Service complaints should usually be raised first through the firm’s complaints handling procedure and, where appropriate, through the relevant Alternative Dispute Resolution provider.

Complaints log

We maintain a complaints log in accordance with RICS requirements.

Review

This Complaints Procedure may be updated from time to time. The latest version will be published on our website.

Last updated: July 2026