Client care
Complaints Procedure
Wren Home Surveyors Ltd is committed to providing a professional, clear and responsive service. If you are dissatisfied with any aspect of our work or customer service, please tell us so that we have an opportunity to investigate and respond.
Stage 1 — Raise the complaint with us
Please submit your complaint in writing and include your name, contact details, property address, the service provided, the matters you are dissatisfied with and the outcome you are seeking.
We will acknowledge a formal complaint promptly, normally within five working days. We will investigate fairly and aim to provide a full written response within 15 working days. Where more time is reasonably required, we will explain why and provide an updated response date.
Complaints are recorded in the firm’s complaints log and handled in accordance with the RICS professional standard on complaints handling. Relevant professional-indemnity notification requirements will also be followed where applicable.
Stage 2 — Independent alternative dispute resolution
If we have issued our final response and the complaint remains unresolved, or eight weeks have passed since the complaint was first raised, an eligible consumer complaint may be referred free of charge to our RICS-approved alternative dispute resolution provider:
Centre for Effective Dispute Resolution (CEDR)
100 St Paul’s Churchyard
London EC4M 8BU
United Kingdom
Telephone: 020 7536 6116
Email: surveyors@cedr.com
Website: CEDR’s RICS consumer scheme
CEDR can only consider a complaint after our internal complaints procedure has been used and where the complaint falls within the scheme’s eligibility rules. CEDR’s current rules, time limits and application requirements are available on its website.
RICS regulation
Wren Home Surveyors Ltd is regulated by the Royal Institution of Chartered Surveyors. RICS is the professional regulator; it is separate from CEDR and does not ordinarily determine claims for compensation. Information about RICS consumer protection and reporting regulatory concerns is available from RICS.
Professional indemnity insurance
Wren Home Surveyors Ltd maintains professional indemnity insurance appropriate to its professional services and in accordance with RICS requirements. Policy details are not published online. Relevant information can be provided where reasonably required and appropriate.