Our commitment, your satisfaction
As a RICS Regulated company in Spain, ST Consultores Inmobiliarios, S.L., provides its clients with a complaints handling procedure document and a complaints log.
The grievance policy put in place by ST Consultores comprises two phases once a complaint has been received via the complaints log:
Phase I. This phase allows the company to review and consider your complaint in full and in detail. The company will try to resolve your complaint to your full satisfaction.
If you have made a verbal complaint, please make a written note of the complaint via our complaints log. We make this suggestion to ensure that we have a full understanding of the reasons for your complaint. Please send this complaint in writing to:
We will look into your complaint as quickly as possible and confirm receipt of your message within seven days. If we are unable to provide you with a satisfactory response within this timeframe, we will update the status of your complaint within 28 days of its issuance.
If you are not satisfied with the response provided by ST Consultores, your complaint may then enter Phase II.
Phase II. If we are unable to resolve your complaint, then you may seek an independent ombudsman, approved by the RICS Regulatory Board
The processing of your personal data provided in connection with the complaint shall be subject to Regulation (EU) 2016/679 of the European Parliament and the Council dated 27 April 2016 on the protection of natural persons with regard to the processing of personal data and the free movement of such data (hereinafter "GDPR"), under the responsibility of Grupo Sociedad de Tasación (Grupo ST https://www.grupo-st.es/es/organización-interna.php), and you may at any time exercise your rights of access, correction and objection, deletion, limitation of processing and portability, and complaint to the supervisory authority. Your data shall be kept for the time needed to process your request and that required by law, and shall not be transferred to third parties.