Complaints Procedure
If something has gone wrong, this is how we put it right.
Last updated 24 September 2026
Tell us
Email or call us with the property address, the date of the inspection and what has gone wrong. We will acknowledge within two working days.
What we do
One of the founders, not the person who carried out the inspection where possible, reviews the report, the photographs and your complaint. We may ask to revisit the property. We aim to give you a full written response within 14 days, or tell you why we need longer.
If you are not satisfied
Tell us and we will look again at director level. If we still cannot agree, you may take the matter to an alternative dispute resolution provider or to the courts. Your statutory rights are not affected.
Learning from it
Every complaint is logged and reviewed so the same thing does not happen twice.