Service Transparency Policy

Our Service Transparency Policy is in accordance with the regulatory requirements of the Royal Institution of Chartered Surveyors (RICS). 

Purpose and Scope

This policy sets out how the business ensures clear, transparent, and fair communication of fees, charges, and service terms to all clients. It applies to all services provided and to all client interactions, whether written, verbal, or digital.

Commitment to Transparency

The business is committed to providing clients with full, accurate, and understandable information about: the services offered, the scope and limitations of those services, the fees charged and how they are calculated, any additional costs that may arise, the client’s rights and responsibilities. All responsibilities under this policy are fulfilled personally by the Principal, being the Director of the company at any given time.

Clear Communication of Services

Clients receive a clear description of the service being provided before any work begins. This includes: the purpose and nature of the service, the expected process and timescales, any assumptions, dependencies, or limitations, any regulatory or professional obligations relevant to the service. Service descriptions are written in plain, accessible language.

Fee Structure and Disclosure

Fees are communicated openly and transparently before engagement. Clients are provided with: a clear fee quote or fee schedule, an explanation of how fees are calculated, details of any potential additional charges, information about when and how payment is due. No hidden fees are applied, and clients are informed promptly if circumstances change that may affect the agreed fee.

Written Terms of Engagement

Before work begins, clients receive written terms of engagement that include: the agreed scope of work, the fee and payment terms, cancellation or withdrawal terms, responsibilities of both parties, complaint and dispute resolution procedures. Work does not commence until the client has accepted the terms.

Changes to Scope or Fees

If the scope of work changes or additional work is required, the client is informed in advance and provided with an updated fee estimate. No additional charges are incurred without the client’s agreement.

Record Keeping

Records of all fee quotes, terms of engagement, invoices, and client communications relating to fees or service scope are maintained securely and retained in line with legal and professional requirements.

Client Queries and Complaints

Clients are encouraged to raise any questions about fees or services at any time. Concerns are addressed promptly, fairly, and transparently. The business maintains a clear complaints procedure to support resolution where needed.

Monitoring and Review

This policy is reviewed regularly to ensure it remains compliant with legal, regulatory, and professional standards, and continues to support fair and transparent client relationships.

Approval

This policy is approved and adopted by the Principal.