At Dundas Building Surveying, we take all concerns seriously and are committed to resolving complaints in a fair and timely manner. Our complaints process has three stages:
Stage 1 – Initial Query
If you have a query or minor concern about your report or service received, please contact our office directly. We often find that most issues can be resolved quickly and informally.
Contact:
📧 info@dundasbuildingsurveying.com
đź“ž 07395 004 800
We aim to respond within 3 working days and to resolve most informal queries within 7 working days.
Stage 2 – Formal Complaint
If you remain dissatisfied, or the matter requires further attention, you may escalate it to a formal complaint by completing our Complaint Form, available on our website.
Once received:
- We will acknowledge your complaint within 3 working days.
- A thorough investigation will be conducted by a senior member of the team.
- We may request to visit the property and review any supporting documents, including photographs, quotes, and third-party correspondence relevant to the issue.
- You will receive a written response within 14 working days of us receiving your completed form and any necessary supporting documents.
Stage 3 – Final Review
If you remain dissatisfied with the outcome of your formal complaint, you may request a final review by the company director.
The director will:
- Personally review your case, including all previous correspondence and findings.
- Issue a final written decision within 10 working days of receiving your request.
This will conclude our internal complaints process.
We are members of The Property Ombudsman (TPO) scheme, which provides independent redress for consumers.
If you have made a complaint to us and it has not been resolved to your satisfaction through our internal complaints handling procedure, you may refer the complaint to The Property Ombudsman, in accordance with the scheme rules.
A referral to The Property Ombudsman must be made within 12 months of the date of our final written response to your complaint.
The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire SP1 2BP
Telephone: 01722 333306
Website:Â www.tpos.co.uk