Complaints Handling

Complaints Handling Procedure

As a regulated RICS firm, we have in place a Complaints Handling Procedure (CHP), which meets our regulatory requirements. Our CHP has two stages.  Stage one gives us the opportunity to review and consider your complaint in full. We will try to resolve your complaint to your satisfaction.  If you are not happy with our response, you will have the opportunity to take your complaint to stage two.  Stage two gives you the opportunity to have your complaint reviewed and considered by an independent redress provider, approved by RICS.

Stage One

In the first instance we ask that you put your compalint in writing to ensure that we have a full understanding of the reasons for your complaint. Please send your written complaint to:

Phillip Holden BSc(Hons) FRICS MCInstCES
Diafora Limited
Cromwell House, 68 West Gate, Mansfield, Nottinghamshire, NG18 1RR
Telephone number – 0845 689 7001
Email address –
Website –

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. If we are not able to give you a full response, we will update you within 28 days.


Stage Two

If we are unable to agree on how to resolve your complaint, then you have the opportunity to refer your complaint to an independent redress provider, as approved by the RICS Regulatory Board:

Name of Redress Provider- CEDR
Address – The International Dispute Resolution Centre, 70 Fleet Street, London, EC4Y 1EU
Telephone – 020 7536 6000
Email Address –
Website –

The Centre for Effective Dispute Resolution (CEDR) specialises in Mediation and Alternative Dispute Resolution (ADR). They are an independent non-profit organisation and a registered charity.