Complaining to your Chartered Surveying Firm
It is important that you contact the Chartered Surveying Firm first to let it know what's happened. A good place to start are the contact details on the Chartered Surveying Firm's terms of engagement or on the survey report . Hopefully the Chartered Surveying Firm will be able to sort out the problem at this time, if not you should try to escalate the complaint within the firm using its complaints handling procedure. You should make every effort to follow the Chartered Surveying Firm's own process for handling complaints.
Remember!
- Before you complain, make sure that you know what you are unhappy about. Is it that your survey is wrong? Is it that someone has been rude or unhelpful to you? Are you unhappy with the quality of a surveying service that you have received?
- Stay Calm! You are more likely to get a good result if you don't let your emotions get to you.
- Be Clear and concise. If you are ringing about your complaint, make a note about what you want to talk about before you contact the firm, so you don't forget something. Also, have an idea of what the firm could do to make things right for you. If you don't feel confident enough to speak to someone, try writing a letter or an email.
- Keep a record of what happens. Keep notes of any calls you make or any emails or letters you send. Also keep any correspondence you get back from the Chartered Surveying Firm.
- Don't give up! There are places that you can go to for help. Look for advice from your local Citizens Advice, Trading Standards or Consumer Direct on 08454 04 05 06.
You might get a letter from the Chartered Surveying Firm which says that it will no longer be handling your complaint and this is its final position. We call this a 'deadlock letter' and you should let us know about it. If 12 weeks have passed and the Chartered Surveying Firm hasn't sorted out the problem to your satisfaction, then you should check to see if it is a member of Surveyors Ombudsman Service.
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