Complaints Handling Procedure (CHP)

 

As a RICS‑regulated firm, Wyatt Carruthers Jebb Ltd is required to maintain and publish a clear and accessible Complaints Handling Procedure, including an Alternative Dispute Resolution (ADR) mechanism approved by the RICS Standards and Regulation Board.

We take complaints seriously and aim to handle all concerns promptly, fairly, and transparently, in line with RICS professional standards, CEDR Service Rules, and UK regulatory requirements.

 

Stage One – Internal Complaints Review

Written complaints are to be submitted to:

Nick Cowle MRICS
Wyatt Carruthers Jebb Limited
Trident Court, 1 Oakcroft Road, Chessington KT9 1BD
Tel: 01372 466118

Once your written complaint has been received, you will receive Acknowledgement within 7 days. We aim to give you a full response within 28 days. If we cannot give you a full response, we will update you within 28 days and seek resolution. You will be invited to make any comments that you may have in relation to this.

 

Stage Two – Independent Redress (ADR)

If we are unable to agree on how to resolve your complaint, you may take your complaint to an independent redress provider as approved by RICS Regulatory Board. We have chosen to use the following redress provider:

Centre for Effective Dispute Resolution (CEDR)
100 St Paul's Churchyard, London EC4M 8BU
Tel: +44 (0)20 7536 6000
Email: info@cedr.com
Web: https://www.cedr.com/

 

Record Keeping

All complaints retained for minimum 6 years.

 

Last updated: February 2026

 

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How can we help you today?

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For Homeowners & Landlords

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services directly to the Homeowner or Landlord for a wide variety of projects and the correction of building defects.

For Architects & Building Surveyors

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services in conjunction and in the support of design services supplied by the main design services supplied by Architects and Surveyors.

For Loss Adjusters & Insurers

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services directly to Loss Adjusters and Insurers on a wide variety of claims including subsidence, fire damage, explosion, vehicle impact damage, and storm and water damage

For Commercial Property Owners & Operators

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services directly to the owners and operators of commercial properties such as offices, retail units, heavy and light industrial units, car parks, garages etc.

For Developers & Contractors

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services directly to the Developers and Contractors on projects such as offices, retail units, heavy and light industrial units, car parks etc.

For Housing Associations & Local Authorities

Wyatt Carruthers Jebb Ltd can provide Engineering and Building Surveying services directly to the Housing Associations and Local Authorities - Covering (but not limited to) new build, refurbishment and defect investigation.

London Borough of Croydon

WCJ Limited provided expert guidance and reliable support throughout our projects. Their professionalism, attention to detail, quality of work and sound advice always make a real difference. Highly recommended.
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London Borough of Croydon

Clarion Housing Association

WCJ is a highly reliable, professional, and communicative company that we wholeheartedly recommend for any housing association seeking expert, comprehensive, and client-focused support in these crucial areas of surveying and property management.

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Clarion Housing Association

KIMA Design & Build Ltd.

I have worked with WCJ on all our projects, and this is the biggest endorsement of the level of trust we have in their quality of work and professionalism.

I have never been left disappointed in over 15 years by this great team of friendly engineers

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KIMA Design & Build Ltd.

Surepin Southern Ltd

For over 30 years WCJ’s professionalism attention to detail and commitment to quality have consistently impressed us, their team’s expertise in engineering has been invaluable in addressing complex engineering challenges.

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Surepin Southern Ltd
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A2 Dominion Housing Group

A2 Dominion Housing Group

Bexley Borough Council

Bexley Borough Council

Boreham Wood Football Club

Boreham Wood Football Club

Clarion Housing Association

Clarion Housing Association

Contractor

Contractor

Dartford Borough Council

Dartford Borough Council

English Heritage

English Heritage

Guinness Trust

Guinness Trust

Horley Town Football Club

Horley Town Football Club

KIMA Design & Build Ltd.

KIMA Design & Build Ltd.

London Borough of Croydon

London Borough of Croydon

London Borough of Ealing

London Borough of Ealing

London Borough of Southwark

London Borough of Southwark

Moat Homes

Moat Homes

Mole Valley District Council

Mole Valley District Council

NHS

NHS

Notting Hill Genesis

Notting Hill Genesis

Peabody Trust

Peabody Trust

Surepin Southern Ltd

Surepin Southern Ltd

Surrey County Council

Surrey County Council

Thames Water

Thames Water

United Living

United Living

University of the Arts London

University of the Arts London

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