Complaints handling procedure

As a firm regulated by the RICS we have a formal Complaints Handling Procedure (CHP)

As a regulated RICS firm and certified B Corp, we maintain a CHP aligned with regulatory requirements, reflecting our commitment to transparency and accountability.

We accept complaints relating to our professional conduct, service quality and interactions involving our firm or team members. Our CHP consists of two stages

Stage One - Internal Review

Firstly we would appreciate the opportunity to fully understand and resolve your complaint. If you’ve initially discussed it with us verbally, please follow-up with the details of your complaint in writing, to ensure clarity . Please send your written complaint to:

Jamie Hillier FRICS

Akerlof Ltd, Unit 3 Mobbs Miller House, Christchurch Road, Northampton, NN1 5LL

We will acknowledge receipt of within 7 days and aim to consider and resolve your complaint as quickly as possible. If we cannot provide a full response within 28 days, we’ll update you on progress in the same timeline. Once we’ve fully reviewed your complaint, we’ll communicate our findings, explaining any decisions or solutions proposed. If we are unable to accept your complaint, we will provide you with a clear explanation outlining our rationale.

Stage Two - Independent Review

If we cannot reach a satisfactory resolution at Stage One, you have the option to escalate your complaint to an independent redress provider, approved by the RICS Regulatory Board.

We have chosen to use the RICS Dispute Resolution Service as our preferred business-to-business ADR provider, which typically aims to resolve the dispute within 28 days.

Jamie Hillier

Partner
Contact
Linkedin Twitter
jamie.hillier@akerlof.co.uk
07791 718 377

With a penchant for tweed and jackets with leather arm patches, Jamie began his career as a quantity surveyor, before climbing the ladder to lead major projects for a Tier 1 contractor.

Eventually expanding his book collection beyond copies of SMM7, Jamie has interest in a broad range of subjects linked to delivering better outcomes for society and the environment.

His strategic insights on MMC and behavioural science have made their way into numerous government, industry and academic publications, including the Construction Playbook, Transforming Infrastructure Performance Roadmap to 2030, the Platform Rulebook and the RIBA DfMA Overlay.

John Handscomb

Partner
Contact
Linkedin Twitter
john.handscomb@akerlof.co.uk
07305 486 581

Construction is in John’s blood. Learning from his father who was a planner and project manager, John began his career by working on some iconic projects in both the public and private sector.

As a procurement expert and integrator of new ways of working, John has pioneered the integration of platform principles, DfMA processes and supply chain within over £5bn projects in the last 15 years, for some of the largest building programmes in the UK. Despite his considerable expertise, John keeps it simple, communicating complicated ideas with ease and helping to equip the industry with new knowledge and skills.

Outside of Akerlof, John enjoys his executive role with technology start-up ScanTech Digital, spending time with his family, taking trips down the football, playing a bit of golf with friends and the odd pint. 

Our name is shared with George Akerlof, a Nobel Prize-winning economist.

His seminal paper, Market for Lemons, demonstrated the devastating consequences of making decisions under the conditions of quality uncertainty and unequal information between buyers and sellers, increasing the chance of buyers ending up with a ‘lemon’.

This 50-year-old concept continues to retain parallels within the construction industry.

Through our insight and experience, we can rebalance this information asymmetry on behalf of our clients, levelling the playing field to deliver better outcomes.