If something has gone wrong, tell us clearly and early. A complaint will not affect the care given to an instruction.

1. Raise the issue

Email hello@millsbuildingconsultancy.co.uk with the property address, instruction reference, what happened and the outcome you are seeking. Mark the subject “Formal complaint”.

2. Acknowledgement

We aim to acknowledge a formal complaint within five working days, identify who will review it and explain when a full response should be expected.

3. Investigation and response

The file, communications, report and relevant professional standards will be reviewed. We aim to provide a written outcome within twenty working days. If more time is genuinely needed, we will explain why and give a revised date.

4. Independent redress

If the internal response does not resolve the complaint, the final response will identify the independent redress route, regulator or professional body applicable to the matched surveyor and explain how to use it.

Records

Complaints and outcomes are recorded so that recurring issues can be identified and service controls improved.