Complaints Procedure
If you want to make a complaint, we will deal with it speedily and fairly. We will:
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acknowledge your complaint within 5 working days of receipt; |
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try to resolve your complaint fully within 4 weeks of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 8 weeks; |
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speak with organisations acting on your behalf, if you ask us to; |
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send you a final decision on the complaint in writing. |
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If you are not satisfied with Survey1’s final decision, you will be entitled to refer the complaint to The Property Ombudsman (www.tpos.co.uk), for which we can provide contact details for. We will co-operate fully with the Ombudsman during the consideration of a complaint and comply with any decision.
Complaints relating to domestic energy assessors (who compile Energy Performance Certificates) or home inspectors (who compile Home Condition Reports) may be referred to their accreditation scheme, details of which can be obtained from the domestic energy assessor or home inspector.
How to make a complaint:
Please call t: 0845 388 9506
or write to Survey1, Orchid House, 22 Orchid Close, Bedworth, Warwickshire, CV12 0GR
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