Complaints Procedure

Step 1 — Contact Us Directly

If you are unhappy with any aspect of our service, please contact us in the first instance. We would always like the opportunity to resolve matters directly before any formal escalation.

Please include the following in your complaint:

• Your full name and contact details
• The address of the property surveyed or valued
• The date of instruction and the service provided
• A clear description of your complaint
• What outcome you are seeking

Step 2 — Our Response

• We will acknowledge your complaint in writing within 3 working days of receipt.
• We will carry out a full investigation and provide you with a written response within 21 calendar days.
• If we need more time (e.g. for a complex matter), we will write to inform you and provide an updated timescale.
• Our response will set out our findings, any remedial action we propose, and next steps if you remain dissatisfied.

Step 3 — If You Remain Dissatisfied

If you are not satisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may escalate to one of the following independent bodies:

Please note that these schemes will generally require you to have gone through our internal complaints procedure first before they will consider your case.

Record Keeping

We maintain a record of all complaints received and our responses in accordance with RICS requirements. This information is kept confidential and used only for the purposes of managing complaints and improving our service.

Questions?

If you have any questions about our complaints procedure, please don't hesitate to contact us at info@goldlandsurveyors.co.uk or visit our Contact page.