Complaints Procedure
We take all complaints seriously and handle them promptly, fairly, and transparently — in line with RICS professional standards.
We take all complaints seriously and handle them promptly, fairly, and transparently — in line with RICS professional standards.
At Crownstone Surveyor's Ltd, we are committed to providing a high standard of service to all our clients. However, if something goes wrong, we want to hear from you. All complaints are handled and documented in accordance with RICS professional standards and regulatory requirements, ensuring a structured, consistent, and fair process at every stage.
Informal Resolution
Most issues can be resolved quickly by speaking directly with the surveyor or team member handling your case. We encourage you to reach out to us initially to discuss your concerns before escalating to a formal complaint.
Written Complaint
If your concern cannot be resolved informally, or you remain dissatisfied, you may submit a formal written complaint. This ensures we fully understand your concerns and can investigate them thoroughly.
Send your written complaint with all relevant details to:
CEDR Escalation
If you are not satisfied with our final response, you may refer the matter to our independent redress provider, the Centre for Effective Dispute Resolution (CEDR), who provide a free and impartial dispute resolution service for consumers.
Please note: CEDR does not deal with residential agency complaints.
Centre for Effective Dispute Resolution
100 St Paul's Churchyard, London, EC4M 8BU
Within 7 calendar days
Within 28 calendar days
If more time is needed
All complaints are reviewed internally to help us improve our services and prevent similar issues in the future.
We will acknowledge your complaint within 7 calendar days.