Complaints procedure

We aim to get every instruction right. If something has gone wrong, please tell us so we can put it right.

This procedure covers the estate agency, residential survey, valuation and EPC services of Tidman&Co Limited, trading as TIDMANS. Tidman&Co Limited is a firm regulated by RICS and a member of the Property Redress Scheme (PRS058582).

1. Tell us in writing

Please write to the Principal, setting out what went wrong and what you would like us to do. Include your name, the property address and any reference or dates that will help.

• By post: The Principal, Tidmans, Tremough Innovation Centre, Penryn TR10 9TA
• By email: [email protected] (subject line "Complaint")

You are welcome to call us first on 01872 304305. We may resolve it straight away, but please follow up in writing so there is a clear record.

2. We acknowledge it

We will confirm that we have received your complaint within three working days, and tell you who is dealing with it.

3. We investigate and respond

The Principal, or another senior person not involved in the matter where possible, will review the file and any correspondence, and may ask you for more information. We will send you our full written response within 15 working days of our acknowledgement. If we need longer, we will explain why and tell you when to expect it.

Our written response will set out our findings and what we propose to do. It will be our final response unless we tell you otherwise. If we have not resolved your complaint within eight weeks of receiving it, you may take it to the relevant independent scheme below.

4. Independent redress

Estate agency (selling a home)

We are members of the Property Redress Scheme, membership number PRS058582. If you are not satisfied with our final response, or eight weeks have passed since you first complained in writing, you can ask the Property Redress Scheme to review it. The scheme is free for consumers. Your last communication with us about the complaint must be within the previous 12 months.

Surveys, valuations and EPCs

We follow RICS requirements on complaints handling. If you are not satisfied with our final response, or eight weeks have passed since you first complained in writing, you can refer the matter to the Centre for Effective Dispute Resolution (CEDR), our RICS-approved independent dispute resolution provider. It is free for consumers.

Using either scheme does not affect your legal rights.

Client money

We do not hold client money.

Records

We keep a record of every complaint and how it was resolved, and review them to improve our service. A copy of this procedure is available on request, free of charge.

Last updated: 5 November 2026