Complaints Procedure

How to Submit a Complaint

All complaints should be sent to us via the enquiry form. This keeps your message in a tracked place and ensures it reaches the right person promptly. You do not need to use formal or legal language: a clear account written in your own words is entirely sufficient. To help us look into the matter efficiently, please include the address of the property covered by the booking, the name under which the booking was placed, and a chronological account of what happened. Let us know whether your concern relates to the booking process itself, to correspondence you have had with us, or to the compartmentation survey and its findings. It is also useful to know what resolution you are hoping for.

Our Response

Once your complaint has been received, we will review the details you have provided and respond with a reply in writing. That written response will address each point you have raised, explain our findings, and set out any action we propose to take. We aim to deal with complaints thoroughly rather than quickly, so that the answer you receive is considered and complete. We cannot promise that every outcome will match your expectations, but we will always give your concern proper attention.

Concerns About the Survey Work

Where a complaint relates specifically to how a compartmentation survey was carried out, including the methodology used, the findings recorded, or the report produced, that concern sits with the specialist firm that performed the work. When you submit your complaint through the enquiry form, please make clear that your issue is about the survey itself. We will pass your complaint details to the specialist firm responsible so that they can examine the matter directly and respond to you accordingly.

If the Matter Remains Unresolved

If our written response, or the response from the specialist firm where relevant, does not resolve your complaint to your satisfaction, you are not without options. You may wish to seek advice from Citizens Advice, which can help you understand your consumer rights and the routes available to you. Depending on the nature of the dispute, alternative dispute resolution services may also be available. We encourage you to pursue whichever next step feels appropriate to your circumstances.