Complaints Handling Procedure
At Dowdall Surveying, our aim is always to meet your expectations and deliver sound and reliable advice.
Sometimes, however, you may have cause to question our service either because you are not happy or are not clear about something. In such circumstances we will do everything possible to answer your questions promptly and clearly.
How to raise a concern
In the first instance, please give us a clear description of your question or concern to make sure that we have a full understanding of it. You are welcome to raise your complaint with us verbally, by phone, in the first instance. Where a complaint is raised verbally, we will ask you to confirm the details in writing, or we will summarise it in writing ourselves and send this to you for confirmation, so that we have a full and accurate record before we begin our investigation.
You can contact us by:
- Email: [email protected]
- Post: Lee Dowdall, Dowdall Surveying (Dowdall Surveying Services Ltd), Ransom Hall South, Ransom Wood Business Park, Mansfield, Nottinghamshire, NG21 0HJ
- Phone: 01623 375096
What we will do
- Acknowledge your communication within seven working days of receipt.
- Investigate your concerns and respond fully and in writing within 28 working days of receipt of your communication.
- Keep you informed if there is any delay to the above timeframe. For example, we may need to carry out some further inspections or investigations to provide you with a comprehensive answer.
If you are not satisfied with the answer and would like a further review then let us know and we will provide a final viewpoint within 28 working days of your request for a review. If we are unable to resolve your complaint within eight weeks of you first raising it with us, you are entitled to refer the matter to the Centre for Effective Dispute Resolution even if we have not yet issued a final viewpoint.
In such circumstances we may request, at our expense, that another surveyor visit the property to review the matter of concern, or conduct other further investigations.
Independent redress
With our final viewpoint we will provide details of how you can contact the Centre for Effective Dispute Resolution (CEDR), who offer an independent redress scheme of which we are members. This service is provided without charge to you.
- Website: cedr.com/consumer/rics
- Phone: 020 7536 6116
- Email: [email protected]
Timescale: you must refer your complaint to the Centre for Effective Dispute Resolution within 12 months of receiving our final
