COMPLAINTS HANDLING PROCEDURE

Last updated: 3 October 2026

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Mossbridge Limited is committed to providing a high standard of professional service. If you are dissatisfied with any aspect of our service, please let us know so that we can consider the matter promptly, fairly and proportionately.

 

How to make a complaint

 

Please submit complaints in writing where possible to:

 

Complaints Handling Officer
Mossbridge Limited
Email: contact@mossbridgeconsult.com
Address: 23 Farnworth Street, Widnes, Cheshire WA8 9LH

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Please include, where relevant:

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• your name and organisation;

• the project or instruction concerned;

• a clear description of the issue;

• relevant dates and supporting information; and

• the outcome you are seeking.

 

Stage 1 — Formal investigation

 

We will acknowledge receipt of your complaint within 3 working days.

 

We aim to provide a written response within 15 working days. Our response will normally set out:

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• our understanding of the complaint;

• the outcome of our review;

• any proposed action or resolution; and

• what you can do if you remain dissatisfied.

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If we are unable to provide a full response within 15 working days, we will explain the reason for the delay and confirm when you can expect a response.

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Stage 2 — Review

 

If you remain dissatisfied with our Stage 1 response, you may request a further review within 20 working days of receiving it.

 

Where practicable, the matter will be reviewed by a senior person who was not directly involved in the original matter, or by an independent reviewer where appropriate.

 

We aim to provide our final written response within 15 working days of receiving the escalation request.

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Independent alternative dispute resolution

 

If we are unable to resolve your complaint through our internal complaints procedure, you may refer the matter to an independent Alternative Dispute Resolution provider approved by RICS.

 

Mossbridge Limited has nominated the Centre for Effective Dispute Resolution (CEDR) as its Alternative Dispute Resolution provider for business-to-business complaints.

 

CEDR
70 Fleet Street
London EC4Y 1EU
Telephone: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com

 

Further information about CEDR's procedures, eligibility requirements and applicable fees is available directly from CEDR.

 

Use of the complaints handling procedure does not affect any legal or contractual rights which may otherwise be available to either party.

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Professional indemnity insurance

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Where a complaint may give rise to a professional liability claim, we may notify our professional indemnity insurers in accordance with the terms of our insurance policy.

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Records and improvement

 

We maintain a record of complaints received, the action taken and the outcome. Where appropriate, we also consider whether any changes to our procedures or working practices are required.

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