Complaints procedure
Concerns about a timber survey booking deserve a clear response. Use this procedure to raise an issue, understand who should address it and decide how to proceed if the answer leaves matters unresolved.
Submitting your complaint
To make a complaint, complete the enquiry form. Describe the issue and explain whether it concerns your booking, communication through the website or the timber survey itself. Include enough information to identify the booking, along with any relevant messages or documents you have available. A short account of events in date order can help make the problem clear. Set out the result you are seeking, and avoid including personal information that has no bearing on the complaint.
Receiving an answer
Your complaint will receive a written reply. This gives you an answer you can refer back to when deciding whether your concern has been addressed. The response should explain the position on the points raised, rather than leave you to infer what has been decided. If you find part of the answer unclear, identify that passage and ask for clarification. Where several issues are involved, listing them separately can make any remaining disagreement easier to discuss.
Issues with the survey
Enquiry details are shared with the specialist firm that carries out the timber survey. A complaint about the work itself needs to be considered by that firm, because it is responsible for addressing concerns about the service it delivered. Explain which aspect of the inspection, findings or survey report you dispute and why. Refer to the relevant part of the report where possible. Distinguish a question about what a finding means from a concern that something was missed or recorded incorrectly, so the specialist firm can address the actual issue.
When the issue remains open
If the written answer does not resolve your complaint, use the enquiry form again to explain what remains outstanding and request further consideration. Refer to the earlier response, identify any point you believe was overlooked and provide relevant information that was not included before. For an unresolved complaint about the survey work, ask the specialist firm what further complaints route is available. You may also seek advice from a consumer advice service about your options and any rights that apply to your circumstances.