Our staff are working remotely from home so please do not post anything to the office, until further notice. Any post that is sent in will be processed early in the new year. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday. Please note that there may be some possible delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

Please note that due to the COVID-19 situation, RICS is aware that some surveyors may not be able to provide you with a final response letter within 8 weeks. We recommend you communicate with your surveyor to find out when a response will be received, prior to coming to CEDR.

What is the Independent Adjudication Scheme for RICS?

We provide independent adjudication for disputes between customers and companies regarding the surveying activities of subscribing RICS member firms including, but not limited to, Homebuyers Reports, Valuation, Land Measurement, Auctions, Building Surveys and Professional Advice. 

What we can do

This scheme is designed to adjudicate disputes that have not been resolved through a RICS firm member’s internal complaints procedure. You must give the company the opportunity to address your concerns first, in many cases they will be able to resolve your complaint in the first instance. 

Generally a qualified surveyor or legally qualified adjudicator appointed by CEDR will decide each dispute by reference to the documentary evidence supplied by the parties, the scheme rules and the relevant law. The adjudicators are experienced in dealing with these types of disputes.

No, the scheme is free of charge for customers. However, any money you spend in putting together your claim you cannot recover through the scheme.

Cases must be completed within 90 days of the application being accepted as required by UK legislation. However, the average time taken to complete the process is generally considerably quicker.

The adjudicator will produce a written decision, which will be sent to you and the RICS firm member. The adjudicator’s decision is confidential, and the RICS firm member must follow it if you choose to accept it. If you decide that you do not agree with the adjudicator’s decision, you are free to reject it and pursue your claim elsewhere if you wish. In this case, the adjudicator’s decision will not be binding on the RICS firm member.

The maximum sum which an adjudicator may award you is £25,000.00.

Before you submit an application for CEDR adjudication you should check if your claim is eligible for review.

You must ensure the following conditions are met:

  • That you are an individual or a small business or organisation (with 10 or fewer full-time employees).
  • That you have given the RICS firm member a reasonable chance to settle your complaint.
  • That if you are seeking financial compensation, the total amount of your claim does not exceed £25,000.
  • That you have been signposted to CEDR for independent adjudication.

Please see the Scheme Rules for further information.

A Preliminary Decision is a way of giving both parties – the customer and the company - a chance to look at and comment on the adjudicator’s decision before it becomes final.  You might not agree with the Preliminary Decision and if that is the case, you do not have to accept the Final Decision. If you think that the adjudicator has misunderstood the facts, has not taken into account a particular piece of evidence, or if you have more information or evidence that might make a difference then you have 10 working days to make comments.

In your comments, you can tell the adjudicator if you think:

  • The adjudicator has misunderstood the facts. You can make comments to highlight where the adjudicator may have got something wrong. For example, you can comment to correct any dates or figures that are incorrect or to explain where a particular point you made has been misunderstood.
  • The adjudicator has not taken into account a particular piece of evidence. Even if the adjudicator does not list everything they have seen, they will have read all of the documents provided by you and the RICS company.
  • They need additional information or evidence that relates to the claim that they have not had the opportunity to see. You can put forward more evidence on points you have already raised in your case. For example, if the adjudicator says that there is insufficient evidence to support a particular financial loss, you can supply receipts or invoices which prove that this loss was incurred.

The comments on the Preliminary Decision will be sent to the adjudicator, who will have 5 working days to make any changes they see fit. The adjudicator will then complete their Final Decision, which will be sent to both parties. If no comments on the Preliminary Decision are made, the adjudicator will re-issue the Preliminary Decision as the Final Decision. Once the Final Decision is issued, that finalises the matter and the decision cannot be appealed or reviewed.

The Property Ombudsman (TPO)
The TPO can be contacted on 01722 33306 and their website is https://www.tpos.co.uk/.

The Property Redress Scheme
Property Redress Scheme can be contacted on 0333 321 9418 and their website is https://www.theprs.co.uk/.

RICS Downloads

Adjudication Process Flowchart JPG
Application form PDF
Authority to Act Form PDF
Guidance to Adjudication PDF
Guidance notes for RICS Members PDF
Scheme Rules – 1 August 2021 PDF
Unacceptable Behaviour Policy PDF

Companies covered

For a list of RICS regulated firms, visit their Find a Surveyor search page using the button below.

The steps you must take before submitting a complaint

Step 1.

Raise your complaint with the trader (RICS member).

Step 2.

If the trader is not able to resolve your problem to your satisfaction you may submit an application to CEDR for adjudication. 

Step 3.

CEDR will review the matter and then an independent adjudicator will make a decision. 

Things we cannot assist with

  • Adjudication for residential lettings
  • Adjudication for residential property management
  • Adjudication for residential estate agency complaints

These are covered by The Property Ombudsman (TPO) or Property Redress Scheme (PRS). 

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Need additional assistance?

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