How to Complain About a Surveyor: RICS and RPSA Complaints Process

Who Regulates Surveyors in the UK?

Most surveyors who produce homebuyer reports, building surveys, and valuations in the UK are regulated by one of two professional bodies:

• Royal Institution of Chartered Surveyors (RICS) — the largest and most widely recognised; members use the post-nominal designations MRICS or FRICS
• Residential Property Surveyors Association (RPSA) — a smaller body covering residential surveyors; members produce HomeBuyer Surveys and Building Surveys under the RPSA's own standards

Your survey report should state clearly which body your surveyor belongs to. If you are unsure, check the firm's website or contact them directly.

What Can You Complain About?

Common grounds for complaining about a surveyor include:

• Failure to identify a significant defect (subsidence, damp, structural movement) that a competent surveyor should have spotted
• Overvaluation or undervaluation of a property
• Failure to recommend further investigation where the report acknowledges uncertainty
• A report that was misleading or poorly written
• Delay in delivering the report causing financial loss
• Breach of confidentiality

Note: A complaint about failure to identify a defect is distinct from a negligence claim. You can pursue a complaint through the professional body's process AND separately consider a legal negligence claim, though you should take legal advice before doing both simultaneously.

Step 1: Raise the Complaint With the Firm

Start by writing a formal complaint letter to the surveying firm. Every RICS-regulated firm is required to operate a complaints handling procedure. State:

• Which defect or issue you are complaining about
• When and how you discovered the problem
• What evidence you have (photographs, contractor quotes, a second opinion from another surveyor)
• The remedy you seek

Allow the firm 8 weeks to respond. If you use Property Passport UK, store your survey report and all related communications there.

Step 2: Escalate to the Professional Body

RICS Members

If the firm's response is unsatisfactory, complain to RICS at rics.org. RICS operates a two-stage process:

Stage 1 — Conciliation: RICS invites both parties to resolve the matter through a structured conciliation process. This is voluntary for the consumer but mandatory for the RICS member.

Stage 2 — Independent Review Panel: If conciliation fails, the case can go to an Independent Review Panel which can make decisions about the surveyor's conduct and professional standards.

RICS can impose sanctions on its members including fines, suspension, and expulsion. It can also recommend (but not order) compensation.

For compensation, you will generally need to pursue a civil negligence claim — see our dedicated guide on negligent surveyor claims.

RPSA Members

If your surveyor belongs to the RPSA, use their complaints process at rpsa.org.uk. The RPSA operates a complaints and disciplinary procedure and can sanction members. For disputes about the quality of reports, the RPSA also offers access to an independent complaint resolution service.

Time Limits

Neither RICS nor RPSA publishes a rigid time limit for complaints, but in practice you should complain as soon as reasonably possible after discovering the problem. For negligence claims, the standard limitation period of 6 years from the date of the survey (or 3 years from the date you knew of the problem) applies in English law.

Getting a Second Opinion

Before pursuing a complaint, obtain an independent report from another RICS-registered surveyor identifying what should have been noted. This second opinion is essential evidence whether you pursue a professional body complaint or a court claim.

Typical costs for an independent review opinion: £300–£600 for a desktop review; more if a site visit is required.

What to Include in Your Complaint

• A copy of the original survey report
• Photographs of the defect in question (dated where possible)
• Quotes or invoices for repair work
• The independent second opinion report
• Correspondence between you, the firm, and any contractors

When to Consider a Negligence Claim Instead

If your financial loss is significant (typically above £5,000–£10,000), a formal negligence claim through the courts is likely to be more effective than a professional body complaint alone. Read our guide to negligent surveyor claims for a full explanation of what you need to prove and what you can expect to recover.