Complaints Procedure

In the event that you are in any way dissatisfied with our services, in the first instance, please contact us by telephone, email or in person explaining the issue. Our contact details are shown at the foot of this page. We will respond to this initial communication within 24 hours and will endeavour to resolve the problem.

If the issue remains unresolved, the complaint should be detailed in writing and sent to the address at the foot of the page. We will acknowledge receipt in writing, within 7 days and will offer a resolution within 21 days.

If you are dissatisfied with the resolution offered, your complaint will be passed to our Certification or Accreditation Scheme as appropriate. You may escalate your complaint to the Scheme at any time without affecting your legal rights. Complaints that are escalated to the Scheme are logged by the Scheme and dealt with in accordance with the complaints procedure set out in the Scheme Document and the Scheme Complaints Procedure.

Where it is appropriate to involve an alternative dispute resolution process the Certification Scheme would contact a mutually agreed independent party who would then seek to resolve the matter, the decision of the independent party is binding on the Home Inspector, but not to the complainant, who is still entitled to their legal rights.

All complaints will be investigated and dealt with at no cost to the consumer

We will notify the Scheme of all complaints made and will make full details available on request, including the resolution or outcome.

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