Complaints - e.surv Chartered Surveyors

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Complaints

At e.surv Chartered Surveyors, we strive to consistently provide our customers and clients with the highest possible standard of service. We, therefore, take a positive approach to complaints – ensuring we always listen, learn and improve.

We understand that things don’t always go to plan and there will be times when we will fail to live up to customer or client expectations. When this happens, we would like you to tell us and we will do our very best to put things right as quickly, courteously and efficiently as possible.

We hope to resolve any issues as soon as we’ve been made aware of them, however, if you feel we have not achieved this, we have clear and simple procedures in place to ensure your case is handled fairly, sensitively and in line with the requirements set by the Royal Institution of Chartered Surveyors (RICS).

If you’d like to make a complaint to e.surv, please take a look at the FAQs below and read the e.surv guide to complaints. This document explains who can complain, how to complain, and what to expect when you have complained.

Note: Any references to e.surv in this document also includes Walker Fraser Steele (e.surv’s trading name in Scotland).

Read the e.surv guide to complaints

Want to complain?

esurv guide to complaints

FAQs

I’m unhappy with the Lender’s Mortgage Valuation and would like to complain. What should I do?

If your complaint relates to a valuation opinion or service that e.surv has provided to one of our Lender clients, please refer to the Lender in the first instance. The Lender may then contact e.surv during their investigation.

I'd like to complain to e.surv. Who should I contact?

If you are not satisfied with our service, please contact us using the details below:

Email: customercare@esurv.co.uk
Tel: 01536 534098

Address:
Customer Care Department
e.surv Chartered Surveyors
Lahnstein House
Gold Street
Kettering
Northamptonshire
NN16 8AP

When contacting us, please provide the following details:

  • Full name
  • Address
  • Preferred contact details
  • Details of your concerns including any information you consider relevant and supportive of your position.

What details do I need to provide when I contact e.surv with a complaint?

When contacting us, please provide the following details:

  • Full name
  • Address
  • Preferred contact details
  • Details of your concerns including any information you consider relevant and supportive of your position.

What will happen after I have complained?

Pre-completion complaints

Pre-completion complaints will be referred to our Customer Care Team. We will acknowledge receipt of your complaint as per our Lender client’s instructions or within 24 hours.

We will complete a thorough investigation of the issue to ensure we have fully understood your concerns and we will provide a comprehensive response or update within 15 days, or in accordance with our Lender client’s agreed service standards.

We will also provide you with details of the person handling your complaint, along with a unique reference number.

This process also provides you with a documented record of your complaint if required later.

Post-completion complaints

Post-completion complaints will be referred to our Claims Team.

We will acknowledge receipt of your complaint within 48 hours and will provide you with details of your appointed Claims Handler, along with a unique reference number.

Our investigations may involve a visit to your property by an e.surv representative. Where a visit is considered appropriate, we will arrange a suitable time with you.

Within 15 working days of receipt of your complaint, we will either provide a full response to the matter(s) you have raised or, if investigations are not complete, we will provide an update on progress and explain when we anticipate being able to provide a full response.

I've already complained to e.surv but I'm not happy with your response. What should I do?

If, after receipt of our response, you are still dissatisfied, please contact our Customer Care Director:

Email: Charles.Phayer@esurv.co.uk

Address:
Mr Charles Phayer
Customer Care Department
e.surv Chartered Surveyors
Lahnstein House
Gold Street
Kettering
Northamptonshire
NN16 8AP

We will review your complaint and provide a written response to you within 14 days.