The five steps we follow for complaints we receive.

1. Receipt

When we receive a complaint, we assess it and may ask for further information from the complainant or the professional.

2. Assessment

We then decide whether to start an investigation. If we decide not to, we will provide the complainant with our reasons for not investigating. We may also send a copy of the complaint to the professional complained about and might give them advice. We will make a decision on whether to investigate your complaint within a month of receiving a complaint.

3. Investigation

If we start an investigation, we will send a copy of the complaint to the professional complained about and will ask them to respond to it. Sometimes we ask solicitors to carry out investigations on our behalf. We may decide to do this because of the complexity or size of the case or to allow us to manage our workloads in a timely manner.

4. Information & advice

We may ask the complainant or the professional to provide more information, and we may seek advice from another surveyor, a lawyer or anyone else we think may be able to help us.

5. Decision

We will then make a decision about whether there is evidence of misconduct or serious incompetence and whether we need to take disciplinary action. We will inform the complainant and the professional of this decision.

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