Complaints Handling Procedure

Peak Commercial Limited, trading as Peak Commercial

Last updated: June 2026

Our commitment

Peak Commercial is regulated by RICS, and we operate this complaints handling procedure in accordance with RICS requirements. We take complaints seriously: they tell us where our service has fallen short of the standard we hold ourselves to, and we deal with them promptly, openly and fairly. Making a complaint will never prejudice the service you receive from us.

How to make a complaint

Complaints should be made in writing where possible, so that nothing is lost in translation, and addressed to:

The Directors, Peak Commercial, 82 King Street, Manchester, M2 4WQ

Email: info@peakcommercial.co.uk

Telephone: 0161 521 6595

Please include your name and contact details, the matter your complaint relates to, what has gone wrong in your view, and what outcome you are seeking. If you need this procedure or any correspondence in an alternative format, tell us and we will provide it.

What we will do

Stage one, our investigation. 

We will acknowledge your complaint in writing within seven days of receiving it and tell you who is dealing with it. Your complaint will be investigated by a director, and where the complaint concerns a director's own work it will be investigated by the other director. We will give you our considered written response within 28 days of receipt. If the matter is complex and we need longer, we will tell you why and when you will hear from us.

Stage two, independent redress. 

If you remain dissatisfied after our final response, or if we have not resolved your complaint within eight weeks, you can refer the matter to the RICS Dispute Resolution Service (DRS). The DRS resolves land, property and construction disputes by agreement between both parties. Details are at rics.org. A fee may apply for this service and will be confirmed at the time.

We will cooperate fully with the RICS Dispute Resolution Service and with RICS in connection with any complaint.

Professional obligations

We will cooperate fully with the independent redress provider and with RICS in connection with any complaint. We keep a record of complaints received and their outcomes, and we review them so the same problem does not happen twice. Where a complaint indicates a matter we must notify to our professional indemnity insurers, we will do so.

Responsibility

The directors are responsible for this procedure and for its operation. It is reviewed at least annually.

James Fallon & Chris Turner

Director, Peak Commercial Limited

Date: 11 June 2026 [Updated: 28 Jun 2026]