Complaints Procedure

If you have a query or minor concern about your report or service received, please contact our office directly. We often find that most issues can be resolved quickly and informally.

We aim to respond within 3 working days and to resolve most informal queries within 7 working days.

If you remain dissatisfied, or the matter requires further attention, you may escalate it to a formal complaint by completing our Complaint Form, available on our website. Once received:

• We will acknowledge your complaint within 3 working days.
• A thorough investigation will be conducted by a senior member of the team.
• We may request to visit the property and review any supporting documents, including photographs, quotes, and third-party correspondence relevant to the issue.
• You will receive a written response within 14 working days of us receiving your completed form and any necessary supporting documents.

If you remain dissatisfied with the outcome of your formal complaint, you may request a final review by the company director. The director will:

• Personally review your case, including all previous correspondence and findings.
• Issue a final written decision within 10 working days of receiving your request.

This will conclude our internal complaints process.