Goldland Surveyors Handling Complaints Guide
Complaints Handling Guide
This guide explains:
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The definition of a complaint
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Key considerations from our Terms of Engagement
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Our Complaints Handling Commitment
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The step-by-step Complaints Procedure
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Independent redress options
What Is Considered a Complaint?
For the purposes of this guide, a complaint is any expression of dissatisfaction you share with us, regardless of the method of communication. This could be over the phone, by email, in writing, or in person.
It’s worth noting that simply reporting a fault or requesting a service is not necessarily a complaint—it becomes one when you express dissatisfaction with our service or actions.
Terms of Engagement Considerations
Your expectations of our service are guided by the Terms of Engagement provided at the start of our instruction. However, we recognise that not all concerns will stem from these terms.
To reduce the chances of issues arising, Goldland Surveyors takes proactive steps such as:
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Maintaining direct and regular communication with clients through emails, calls, and in-person meetings.
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Ensuring our surveyors follow RICS professional standards, for example in the RICS Homebuyer Report.
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Confirming, before signing any contract, that the client understands the survey type they have chosen and the main aspects of the service agreed.
Our Complaints Handling Commitment
If you wish to raise a formal complaint, we promise to:
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Fully investigate every complaint we receive.
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Provide a personalised resolution aimed at reaching an outcome that both parties find fair and satisfactory.
Please email our complaints team by clicking :