Complaints Handling Procedure (CHP)
Stage One – Internal Investigation by Our Firm
If you have spoken to us about your complaint, please put the details of your complaint in writing. We ask that you put your complaint in writing to make sure that we have a full understanding of the reasons for your complaint and to include supporting evidence where possible (photographs etc.). Please send your written complaint to contact@atpridesurveyors.co.uk
We will consider your complaint as quickly as possible, and we will acknowledge receipt of your complaint within 7 days. We will review and provide you with an initial response letter within 30 days. If deemed necessary, we would ask that you allow the surveyor to re-inspect the property, this would be prior to any works being carried out by yourself or any contractor / third party, until the surveyor has re-inspected the property to verify their findings.
We will try to resolve your complaint to your satisfaction. If you are happy with the outcome of the investigation, the matter will conclude. If we are unable to resolve your complaint, we will move to stage 2 of the investigation.
Stage Two – Redress
1. Consumer Complaints – The Property Ombudsman (TPO)
The Property Ombudsman (TPO) is free to consumers, and the Regulatory Board has approved it for all surveying service complaints. If stage 1 of the complaints process has taken longer than 8 weeks, you can refer your complaint to the TPO. Please note: You must refer your complaint to the TPO within 12 months of receiving ATPride Surveyors final viewpoint letter.
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
T: 01722 333306
2. Business Client Complaints – Centre for Effective Dispute Resolution (CEDR)
Arbitration Procedure for Surveying Disputes – Centre for Effective Dispute Resolution (CEDR)
