Get a Quote

Managing Complaints with Confidence

Our Complaints Handling Procedure

Bringing Concerns to Our Attention

This procedure explains how your complaint will be handled and provides contact details should you need to discuss your concerns at any stage of the process.

If you are not satisfied with any aspect of our service, please provide us with as much information as possible, including:

  • Your contact details and email address

  • Photographs

  • Quotes, reports, or other relevant evidence

Providing full information will help us review your concerns more quickly.

Contact Details

Acknowledgement of Your Complaint

We recognise that complaints and concerns are individual. We will acknowledge your complaint in writing within five working days of receipt. This acknowledgement will include:

  • A summary of the action we will take

  • An indication of when you can expect our next response or update

  • The name of the person handling your complaint

  • A reference number for future correspondence

To ensure we have all necessary information, we may request additional supporting material, such as photographs, reports, or quotations.

Investigation and Outcome

We will write to you within four weeks to inform you of the outcome of our investigation and to outline any proposed action to resolve your complaint.

Once we have a clear understanding of your concerns, we will:

  • Make enquiries to verify the information provided

  • Carry out an audit of the advice we have given

  • Liaise with other parties where necessary

Inspection and Assessment

In some cases, we may arrange for an experienced Chartered Surveyor to attend your property to prepare an assessment for our internal use. If this is considered necessary, we will advise you within ten days of receiving your complaint.

Where appropriate, we may instruct independent loss adjusters at any stage to assist in reaching a resolution. This will be done at our own cost.

What Happens if We Cannot Reach Agreement?

We aim to provide a thorough and complete response at the earliest opportunity. However, if you remain dissatisfied with the outcome or progress of our investigation, you may refer your complaint to one of the following institutionally approved independent bodies.

Property Redress Scheme (PRS)

If your complaint relates to the purchase of a property and has not been resolved, you may contact:

PRS – The Property Redress Scheme

Our final response must be issued before a complaint can be referred to the PRS and must be within eight weeks of the complaint being registered with us.

Following our final response, you have a maximum of 12 months to refer your complaint to the PRS.

CEDR – Commercial Complaints

If your complaint relates to a commercial interest and has not been resolved, you may contact:

The Independent Adjudication Service of the RICS
Centre for Effective Dispute Resolution (CEDR)
100 St Paul’s Churchyard
London EC4M 8BU