Covid 19 Update January 2021

RH & RW Clutton is following the latest Government guidance and is operating as usual with all our staff now working remotely. we will continue to deliver the high level of service that you expect of us.


You can contact us as normal, however our offices will be managed by skeleton staff only and we would request that all contact with us is through emails or telephone. Call us on 01342 410122 for further assistance.

For more information please see our full details here

Covid-19 Update January 2021 Hide

Regulated By RICS


We have a duty of care to every client to provide the best service.   As a firm we are members of the ROYAL INSTITUTION OF CHARTERED SURVEYORS (RICS) requiring us to provide the highest standards and complying to their strict codes of conduct.  

Our chartered surveyors provide expert and impartial advice and are required to act in an honest, fair, transparent and professional manner.  They are highly regulated and are required to follow strict rules of conduct.

As a firm we have to have client money protection and appropriate professional indemnity insurance in place.

RICS members have to update their skills and knowledge throughout their careers, so you can rely on their expertise.


Client’s money is held in a discrete account which is protected under the RICS Client’s Money Protection Scheme.

We also adhere to the RICS Professional standards and guidance for UK residential real estate agency and follow The Real Estate Agency Code.


As a firm regulated by the Royal Institution of Chartered Surveyors (RICS), we have in place a Complaints Handling Procedure (CHP).  

We will always endeavour to provide the highest levels of service however we appreciate that there may be occasions when something may not go to plan and a client may wish to make a complaint.  In such circumstances we may initially seek to resolve a complaint with informal discussions.

If your complaint cannot be resolved on this basis or, if you prefer to follow the formal procedure, our formal CHP has two stages.  Stage one gives our firm the opportunity to review and consider a complaint in full. RH & RW Clutton will try to resolve a complaint to the satisfaction of the complainant.  If the complainant is not happy with our response, the complainant will have the opportunity to take his/her complaint to stage two. Stage two gives the complainant the opportunity to have his/her complaint reviewed and considered by an independent redress provider, approved by RICS.


If the complainant has spoken to us about his/her complaint, we will ask the complainant to put the details of his/her complaint in writing.  We ask that the complainant puts his/her complaint in writing to make sure that we have a full understanding of the reasons for the complaint.  All written complaints should be sent to:

Mr George Back MRICS

RH & RW Clutton

92 High Street

East Grinstead

West Sussex

RH19 3DF

Tel:    01342 410122

e-mail address:

We will consider the complaint as quickly as possible, and must acknowledge receipt of the complaint within 7 days.  If we are not able to give the complainant a full response, we will update him/her within 28 days.


If we are unable to agree on how to resolve the complaint then the complainant has the opportunity to take his/her complaint to an independent redress provider, as approved by RICS Regulatory Board.  We have chosen to use the following redress providers:

For Consumer Clients:

The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306

For Business-to-Business clients:

CEDR Solve

The International Dispute Resolution Centre

70 Fleet Street



Telephone    020 7536 6060

e-mail address: