Complaints Procedure

All instructions for Home Surveys placed through this website will be carried out by Chartered Surveyors who are regulated by the RICS (The Royal Institution of Chartered Surveyors). These surveyors are required to have a Complaints Handling Procedure. This is a written document which sets out how they will deal with complaints received about their service.

If you have a complaint relating to the survey, please contact the surveyor who carried out the inspection. The name and contact details of the firm or individual surveyor who carried out the inspection will be contained within the survey report.

The first stage of the surveyor’s Complaints Handling Procedure will involve full consideration of your complaint and this may some circumstances involve a revisit to the property. Following investigation, an attempt will be made to resolve the complaint to your satisfaction. If you are happy with the outcome the matter will conclude. Surveyors are expected to deal with complaints quickly and provide you with a full written response.

If it cannot be agreed between the parties how to resolve a particular complaint you will have the opportunity to refer the matter to an ombudsman service which is an independent third-party redress mechanism.

Surveyors Ombudsman Service website