If something has gone wrong, tell us clearly and early. A complaint will not affect the care given to an instruction.
Complaints about the SurveyChoice platform — quoting, matching, booking or payment — are handled by Logos Group Limited (registered in England and Wales no. 17422831). Complaints about the inspection, the report or the professional advice are handled under the supplying practice’s own procedure, and step 4 below explains the independent route that applies to them.
1. Raise the issue
Use the private contact form with the property address, instruction reference, what happened and the outcome you are seeking. Select “A complaint or concern” so it reaches the right route.
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 supplying practice and explain how to use it.
5. Alternative dispute resolution
If a complaint about the SurveyChoice service cannot be settled between us, our final response will name a certified alternative dispute resolution (ADR) provider you can approach, and confirm whether we will take part. Complaints about the inspection, the report or the professional advice follow the supplying practice’s own redress scheme, which is identified at step 4 and is separate from this.
Records
Complaints and outcomes are recorded so that recurring issues can be identified and service controls improved.