Complaints Procedure

Raising a concern

Riley James Surveyors Ltd maintains a formal Complaints Handling Procedure in accordance with applicable professional requirements. A copy is attached to our Terms of Engagement and is available on request.

If you have a concern about our service, please contact us in writing with the property address, instruction details, report reference if available, and a clear explanation of the issue you would like us to review.

How complaints are handled

• Complaints should be made in writing by letter or email.
• We will normally acknowledge receipt of a complaint within 7 days.
• The complaint will be reviewed and investigated.
• We will normally provide a written response within 28 days of acknowledgement.
• If further time is required, we will explain the reason for the delay and provide a revised timescale.

If the complaint cannot be resolved

If a complaint cannot be resolved through our internal procedure, it may be referred to an appropriate independent redress or alternative dispute resolution provider, depending on the nature of the instruction and whether the client is a consumer or a business-to-business client.

Requesting the full procedure

The full Complaints Handling Procedure is provided with our Terms of Engagement and can also be requested at any time by contacting us through the contact page.