Complaints handling procedure

Surveyology aims to deliver every instruction to a professional standard — but if something has gone wrong, we want to know, and we want the chance to put it right. This complaints handling procedure (CHP) is maintained and published in line with RICS requirements. A copy is also available on request in writing.

Stage 1 — raise the complaint with us

Please put your complaint in writing (email or post) so that nothing is lost or misunderstood, addressed to:

• Complaints handler: Jarelle Mills, Surveyology
• Email: hello@surveyology.co.uk

Include, where you can:

• your name and contact details
• the property address and date of the instruction or report
• what has gone wrong, in as much detail as possible
• what outcome you are seeking

We will then:

1. Acknowledge your complaint in writing within 7 days of receiving it.
2. Investigate the matter fully — reviewing the file, the report and any correspondence.
3. Respond in writing with the outcome of the investigation within 28 days of receipt. If more time is genuinely needed (for example, where third-party information is required), we will explain why and give a realistic date.

Stage 2 — independent redress

If you remain dissatisfied after receiving our final written response (or if more than eight weeks have passed since you first complained), you can refer the complaint to an independent redress scheme, free of charge where you are a consumer:

• Consumers: our final response will identify the applicable approved redress service and explain how to make a referral without charge.
• Business clients: our final response will identify the contractual escalation route, including mediation or another agreed dispute-resolution process.

The redress scheme will expect you to have completed Stage 1 first, so please give us the opportunity to resolve matters directly before referring the complaint.

RICS regulation

Surveyology is regulated by RICS and operates under the RICS Rules of Conduct. If your concern relates to professional conduct rather than service (for example, an alleged breach of the Rules of Conduct), you may also raise it with RICS directly at rics.org/regulation. RICS does not award compensation — the redress scheme above is the route for that — but it does investigate conduct matters.

Records

A log of complaints, and the evidence gathered in investigating them, is retained in line with RICS requirements and our professional indemnity insurance obligations. Our insurers may be notified of complaints where the terms of the policy require it.

Our commitment

Complaints are handled fairly, promptly and without charge. Raising a complaint will never affect the professional objectivity applied to your instruction — and where we have got something wrong, we will say so plainly and put it right.