House Smart Surveying

Our Complaints Handling Procedure (CHP) is intended to:

• Provide certainty for both the company and individuals.
• Ensure a fair and transparent process is adhered to.
• Enable a written policy to be provided on request, to satisfy the expectations of external consumers and the RICS.

Complaints Process

Stage One

Where a complaint is made verbally (face-to-face or telephone), the complainant will be asked to send a written summary (letter or email) unless they are not able to do so due to a disability. In which case we would ask that you make this known to us, so reasonable adjustments can be made to the process.

1. Hamza Hassan has been appointed to handle the complaints.
   The postal address is: Unit 56, Bury Business Centre, Kay Street, Bury, BL9 6BU
   The email address is: [email protected]
2. To understand your complaint fully, we require the complaint in writing, with supporting photographic evidence where necessary, for us to conduct a full in-depth review.
3. We will acknowledge your complaint within 7 days. Depending on the complexity of the complaint and the amount of investigation we need to carry out, we aim to provide an initial response to the complaint within 28 days. The complainant will be invited to respond. However, if further time is required to review the complaint, a holding letter will be issued providing a clear explanation.
4. Within 28 days of receipt of the complainants written response, we will write to confirm the outcome of our investigation into the complaint and the action proposed. If further time is required, a holding letter providing a clear explanation will be issued.
5. The acceptance of liability on a ‘without prejudice’ basis, the returning of fees or making payments to claimants is not an indication of admission, negligence, or guilt by House Smart Surveying Limited or the surveyor involved. Conversely, the successful defense of a complaint is not an indication of appropriate professional practice or conduct.

Stage Two

Complaint Escalation – If the complainant remains dissatisfied with any aspect of the complaint, they can escalate the complaint to our redress provider: The Property Ombudsman (TPO).

They have a website www.tpos.co.uk and can be contacted at:

Milford House, 43 – 55 Milford Street, Salisbury, Wiltshire, SP1 2BP

Telephone: 01722 333306
Email: [email protected]