Complaint | Home Survey Solution

Complaint

Great customer service is our goal, but occasionally things can go wrong, so if there is anything you are not happy with and want to make a complaint, in the first instance, speak to the surveyor that you dealt with. If, however, you remain dissatisfied, we will have your complaint fully investigated.

Making a complaint

If you still remain dissatisfied, then you can put your complaint in writing. Our Complaints Handling Procedure has 2 stages.

Stage One

We ask that you put your complaint in writing, thus providing us with a clear description of the complaint, so we have a full understanding, and also include what you would like us to do to sort things out. Please send your written complaint to: support@home-survey.uk

We will consider your complaint as quickly as possible, and will acknowledge receipt of your complaint within 7 days. Your complaint will then be fully investigated, and we will update you with our findings within 28 days.

Stage Two

If we are unable to agree on how to resolve your complaint then you have the opportunity to take your complaint to an independent redress provider, as approved by RICS Regulatory Board. We have chosen to use the following redress providers:

The Property Ombudsman.

To escalate your complaint, you can complete a complaints form on their website: www.tpos.co.uk