Complaints Procedure

Last updated: July 2026

We aim to provide a high standard of service at all times. If something has gone wrong, we want to know about it so we can put it right. This page explains how to raise a complaint with CPB Specialist Ltd, trading as RVR Rating Partners, and what you can expect from us in response.

How to complain

You can raise a complaint by email, phone or post. Please include your name, contact details, property address or postcode (if relevant to a business rates matter), and as much detail as possible about what happened.

What happens next

1. Acknowledgement: we will acknowledge your complaint within 3 working days of receiving it.
2. Investigation: a senior member of the team, not directly involved in the matter complained about, will look into what happened.
3. Response: we aim to provide a full written response within 14 working days. If a case is complex and needs longer, we will tell you why and give you a revised timescale.
4. Resolution: our response will set out our findings and, where appropriate, the action we propose to put things right.

If you're not satisfied

If you remain unhappy after our final response, or if 8 weeks have passed without a resolution, you may be entitled to refer certain matters to an independent body, depending on the nature of the complaint. For complaints about how we've handled your personal data specifically, you can contact the Information Commissioner's Office (ICO) at ico.org.uk (opens in a new tab) — see our Privacy Notice for more on this.

Our commitment

Raising a complaint will never affect the service or advice you receive from us. We treat every complaint fairly, and use what we learn to improve how we work.