Complaints procedure

The procedure we will follow in dealing with a complaint

If you have a complaint, the below information sets out the procedure which we will follow in dealing with that complaint.


  • Martin Price MRICS, DEA, NDEA is the appointed Complaints Officer for Elite Surveyors Limited (ESL) and will handle all complaints received by the Company and can be contacted at Telephone: 03333 447722.


  • Where a complaint is initially made orally, you will be requested to send a written summary of your complaint to the person dealing with it.


  • Once we have received your written summary of the complaint, we will contact you in writing within 7 days to inform you of our understanding of circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.


  • Within 28 days of receipt of your written summary, the person dealing with your complaint will write to you, in order to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken.


  • If you are dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiation.


  • If the complaint has still not been resolved to your satisfaction you may wish to refer the matter to the Centre for Effective Dispute Resolution (CEDR)