Our Complaints Procedure
We strive to provide the highest standard of professional surveying and valuation services. If you are not satisfied with any aspect of our service, we want to hear from you and we want to put it right.
3 Day
Acknowledgement
15 Days
Full Response
No Charge
Free Process
Confidential
Handled Privately
How to Raise a Concern
We take all complaints seriously and we handle them promptly, fairly and confidentially. There is no charge for making a complaint. Raising a complaint will not affect your legal rights.
Our Complaints Process
Here is what happens when you raise a complaint with us, step by step.
Stage One — Raise Your Complaint
Contact us by email or phone with the details of your complaint. Please include your name, the property address, the date of the survey or valuation, the surveyor's name if you have it, and a clear description of the issue. We will acknowledge your complaint within 3 working days.
Stage Two — Investigation
Your complaint will be reviewed by a senior surveyor who was not involved in your original instruction. They will examine the survey report or valuation, the inspection notes, any relevant correspondence and the specific issues you have raised. We may contact you to discuss the matter further or to arrange a further inspection if needed.
Stage Three — Response
We will provide a written response to your complaint within 15 working days of acknowledging it. If the investigation is likely to take longer, we will tell you why and give you a revised timeline. Our response will address each point you have raised, explain our findings, and set out any remedial action we propose.
Stage Four — Resolution
If our investigation finds that our service fell below the professional standards you were entitled to expect, we will put things right. This may include a revised report, a further inspection, a partial or full refund, or another form of remedy appropriate to the circumstances. We aim to resolve all complaints fairly and promptly.
Stage Five — If You Remain Dissatisfied
If you are not satisfied with our response, you may escalate your complaint. For complaints relating to RICS regulated work, you can refer the matter to the RICS Dispute Resolution Service or the Centre for Effective Dispute Resolution (CEDR), who provide an independent redress mechanism. We will provide the relevant contact details in our response letter.
Additional Information
Confidentiality
All complaints are handled confidentially. Your personal data and the details of your complaint will only be shared with those directly involved in investigating and resolving the matter.
No Charge
There is no charge for raising a complaint. The complaints process is free of charge regardless of the outcome.
Legal Rights
Raising a complaint does not affect your statutory or legal rights. You remain free to seek independent legal advice at any stage.
Timescales
We aim to acknowledge complaints within 3 working days and respond in full within 15 working days. If for any reason we need longer we will tell you why and keep you updated.
Record Keeping
We keep records of all complaints and their outcomes. This helps us identify patterns, improve our service and ensure we learn from every complaint we receive.
We Are Here to Help
If you have a concern about any aspect of our surveying or valuation service, please contact us. We want to put things right.