Complaints Policy

Complaint Handling Procedure
Sept 2025

In the unlikely event that you are dissatisfied with the service you have received from RCA Regeneration you should raise your concerns using the procedure set out below:

Robert Csondor, MRTPI, MRICS (Managing Director) will deal with any complaints you may have. If you have a question or if you would
like to make a complaint, please don’t hesitate to contact him via the following contact points:-

i. Telephone: 01905 887686
ii. Mobile: 07999 756350
iii. Email: robertcsondor@rcaregeneration.co.uk
iv. Address: RCA Regeneration Ltd, Unit 6 De Salis Court, Hampton Lovett Ind Est, Droitwich Spa, WR9 0QE
If you have initially made your complaint verbally – whether face-to-face or on the phone – please also make it in writing, addressed to Robert Csondor at the address provided above.
Once we have received your written complaint, Robert Csondor will contact you in writing within seven* days. At this stage he will give you his understanding of your case. He will also invite you to make any further comments that you may have in relation to this.
Within twenty-one* days of receipt of your written summary, Robert Csondor will write to you, to inform you of the outcome of his investigation into your complaint and to let you know what actions will be taken.
If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

For Consumer & Business-to-Business Clients:
Name of redress mechanism: Centre for Effective Dispute Resolution (CEDR)
Address: 100 St. Paul's Churchyard, London EC4M 8BU
Telephone: 020 7563 6000
Email Address: surveyors@cedr.com
Website: https://www.cedr.com/consumer/rics/overview

* The time limits are recommendations, to ensure that complaints are dealt with promptly.

As a planning, development and architectural consultancy RCA are regulated by the RICS and have individuals who are members of their respective professional bodies. If you remain unhappy about the way in which your complaint is being handled, you should contact the relevant professional body:

Royal Institute of Chartered Surveyors:

RICS Professional Conduct

PO Box 229

Coventry

CV4 8ZJ

T: 0870 333 1600

Email: conduct@rics.org

Royal Town Planning Institute:

RTPI Complaints Investigator

The Royal Town Planning Institute

41 Botolph Lane

London EC3R 8DL