If something has gone wrong.

1. Our commitment to clients

Apricot Surveyors Limited is committed to providing a professional, transparent and high quality service to all clients.

As a firm regulated by the Royal Institution of Chartered Surveyors, we operate a formal Complaints Handling Procedure that provides a clear process for resolving complaints, and access to independent redress where a complaint cannot be resolved internally.

A copy of this procedure is available free of charge on request, and is published here.

2. Purpose

The purpose of this Complaints Handling Procedure is to make sure that:

• complaints are handled promptly, fairly and consistently;
• clients understand how complaints will be investigated;
• appropriate action is taken to resolve concerns where possible;
• clients have access to independent redress if a complaint cannot be resolved internally;
• complaints are monitored to improve service quality and regulatory compliance.

This procedure applies to all complaints relating to services provided by Apricot Surveyors Limited.

3. Scope

This procedure applies to all services provided by Apricot Surveyors Limited, whether delivered to private individuals, lenders, professional advisers, property owners, purchasers, vendors or other clients.

It applies to all complaints relating to services undertaken by the firm, regardless of the value or nature of the instruction.

4. Contact details

5. Stage 1: internal review

How to submit a complaint

So that your concerns are properly understood and recorded, complaints should be submitted in writing wherever possible. Please include:

• your full name;
• your contact details;
• the property address, if applicable;
• details of the complaint;
• relevant dates;
• any supporting correspondence or documents.

Complaints may be submitted by email or by post.

Working days

For the purposes of this procedure, a working day means Monday to Friday, excluding public holidays in England and Wales. All published response times are expressed in working days unless otherwise stated.

Our timescales

Investigation

The complaint will be reviewed by a senior member of the business. Where practical, the person conducting the review will not have been directly involved in the matter giving rise to the complaint.

The investigation may include a review of the relevant files and correspondence, discussions with the parties involved, consideration of technical and professional matters, and obtaining additional information where required.

Resolution

Depending on the circumstances, the outcome may include a detailed explanation, an apology, service improvements, corrective action, a review of procedures, or any other reasonable remedy.

6. Stage 2: independent external redress

If you remain dissatisfied following our final response, or if more than eight weeks have passed since your complaint was first raised and the matter remains unresolved, you may refer the complaint to our independent redress provider.

The service is free to consumers and provides an independent review of unresolved complaints. Complaints must normally be referred to The Property Ombudsman within 12 months of receiving our final written response.

7. Confidentiality

All complaints are handled confidentially and in accordance with UK data protection legislation, our privacy policy, our professional obligations and regulatory requirements.

Information will only be disclosed where necessary to investigate the complaint, to comply with legal requirements, or to take part in dispute resolution proceedings.

8. Monitoring and records

Complaints are reviewed periodically to identify recurring themes, improve procedures and service delivery, enhance client experience and maintain regulatory compliance. Lessons learned form part of our ongoing commitment to professional standards.

Records relating to complaints, investigations, correspondence and outcomes are retained for an appropriate period in line with legal, regulatory, insurance and professional obligations.

9. Accessibility and availability

A copy of this Complaints Handling Procedure is available free of charge on request, and the latest version is always published here. If you need it in an alternative format, contact us and we will make reasonable efforts to help.