Complaints procedure

Capture Real Estate, S.L. is a firm regulated by RICS (Regulated by RICS, registration no. 881126). In accordance with RICS rules, we have this procedure in place to deal promptly and fairly with any complaint about our services.

1. How to make a complaint

Send your complaint in writing to info@capture.re or by post to Capture Real Estate, S.L., Paseo de la Castellana 200, 28046 Madrid (Spain). Please include your name and contact details, the service or transaction in question, the facts and what you are requesting.

2. What we will do

We will acknowledge your complaint in writing within 7 days.
A partner who has not been involved in the matter will review the complaint.
We will send you a reasoned written response within 28 days of our acknowledgement. If we need more time, we will explain why and give you a new date.

3. If you are not satisfied with our response

If you are not satisfied with our response, you may refer the matter to the relevant RICS-approved alternative dispute resolution body:

Spain: Spanish Court of Arbitration (Corte Española de Arbitraje) of the Spanish Chamber of Commerce. C/ Ribera del Loira, 12, 28042 Madrid · +34 91 590 69 00 · camara.es
Portugal: Commercial Arbitration Centre of the Portuguese Chamber of Commerce and Industry. Rua das Portas de Santo Antão, 89, 1169-022 Lisbon · +351 213 224 053 · centrodearbitragem.pt

4. Complaints log

We keep a record of all complaints received and how they were resolved, in accordance with RICS rules.