As a firm regulated by the Royal Institution of Chartered Surveyors (RICS), HomeScan is committed to providing high-quality services. We recognise that sometimes we may not meet our clients' expectations. To address such instances, we have established a Complaints Handling Procedure (CHP) that complies with RICS regulations. Our CHP has two stages to ensure your complaint is handled efficiently and fairly.
Stage One: Initial Review If you have any concerns or complaints, we first ask you to discuss these with us informally. If you remain unsatisfied, please submit your complaint in writing to ensure we fully understand your concerns. Please send your written complaints to:
We will acknowledge receipt of your complaint within 7 days and aim to resolve it as soon as possible. If a complete response is not possible within this timeframe, we will provide a full update within 28 days.
Stage Two: Independent Review If you are not satisfied with our response at Stage One, you have the opportunity to escalate your complaint to an independent redress provider approved by RICS. HomeScan has appointed the following redress provider for consumer clients: CEDR Services Ltd
This stage offers an impartial review of your complaint, ensuring that all aspects have been considered fairly.
At HomeScan, we are dedicated to resolving any concerns in a manner that is fair and just for all parties involved. We welcome your feedback as it provides us with the opportunity to improve our services and maintain the high standards expected by both our clients and RICS.
