Complaints Procedure
We would much rather hear that something has gone wrong than not. This is our complaints procedure, including escalation to an independent third party if we cannot resolve matters between us.
Stage one: tell us
Please raise the matter with the surveyor handling your case first. A great many concerns are misunderstandings that can be resolved in a single conversation, and it is the quickest route for everyone.
Stage two: formal complaint
If that does not resolve it, write to us at hello@andrewedward.co.uk, marking your message "Formal complaint". Please set out what has happened, when, and what you would like us to do about it.
We will:
- Acknowledge your complaint in writing within 7 days
- Investigate it, normally by a director or a surveyor not previously involved in your matter
- Send you a full written response within 28 days
- If we need longer, explain why and tell you when to expect our response
Stage three: independent redress
If you remain dissatisfied after our final response, or if 8 weeks have passed since you first complained, we will tell you what independent route is open to you and set it out in our final response. Where your complaint concerns a surveyor who is a member of the Faculty of Party Wall Surveyors, the FPWS operates its own complaints process for members. Where a dispute concerns a Party Wall Award rather than our service, the statutory route is an appeal to the county court, as set out below.
A complaint about an Award is a different route