Complaints Handling
Procedure.

Our commitment

Professional service, with a clear route to resolution.

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our Complaints Handling Procedure has two stages. Stage One gives our firm the opportunity to review and consider your complaint in full and try to resolve it to your satisfaction. If you are not happy with our response, Stage Two gives you the opportunity to have your complaint reviewed and considered by an independent redress provider.

Stage One

Make your complaint in writing.

If you have a complaint, please put it in writing and include as much detail as possible. We will respond in line with the timeframes set out below.

Stage One

What will happen next?

1. 01

   We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

2. 02

   We will then investigate your complaint. This will normally be dealt with by the office manager, who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

3. 03

   If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

4. 04

   We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

5. 05

   If you are still not satisfied after the last stage of the in-house complaint procedure, or more than eight weeks have elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge.

Stage Two

Independent review for consumer clients.

We have chosen to use the following redress provider:

Professional services

For consumer clients in relation to surveying and professional services.