Synergy Surveying Complaints Procedure


Synergy Surveying Limited requires all members of staff and contractors, who are sole principals, partners or directors of firms that offer Building Surveying services to the
public, to have in place a complaints handling procedure meeting an agreed minimum standard.

In   the  event   that  you   are  dissatisfied  with  the  service you  have  eceived from  an individual  team  member of  Synergy  Surveying Limited or  a surveying  firm  where
at  least  one  partner  or  director  is  a  member  of  Synergy Surveying, you  should  ask for  details of their complaints  handling  procedure and the individual appointed to
manage complaints.

 Please find set out below the procedure that Synergy Surveying Limited will follow in dealing with any complaint:

1.    SYNERGY SURVEYING LIMITED  will  deal  with  any  complaints  you  may  have.  If  you  have  a   question  or   if you would  like  to   make  a  complaint,  please  don’t 
hesitate to contact  us  via the following communication  methods:-

  1. Telephone:        0131 6201145
  2. Fax                      0131 6201145
  3. Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
  4. Address: 53 Frederick Street Edinburgh Scotland United Kingdom 

2.    If you have initially made your  complaint verbally – whether face-to-face  or  on  the phone – please  also  make it in writing,  addressed  to Professional Conduct Team 
at the address provided above.

3.    Once  we  have  received  your  written  complaint, SYNERGY  SURVEYING  LIMITED  will  contact  you  in writing within seven* days. At this stage We  will  give  you  our 
understanding of your case. WE will also invite you to make any further comments that you may have in relation to this.

4.     Within twenty-one* days of receipt of your written summary, SYNERGY SURVEYING LIMITED. will write to you, to inform you of the outcome of his investigation into  your 
complaint  and to let you know what actions will be taken.

5.    If  you remain dissatisfied with any aspect of the internal handling of your complaint, then we can discuss whether we can agreed to go to mediation  according to either
 the accreditation scheme of the energy assessor or an arbitration service. 

6.    If you are still unhappy with the result of any of the above, you can refer your complaint to the Arbitration Scheme if it falls within  the  scope of the Scheme. This  Scheme 
 is  operated  by the Chartered Institute of Arbitrators, Dispute Resolution Services, 12 Bloomsbury Square, London WC1A 2LP from whom you can obtain details.

* The time limits are recommendations, to ensure that complaints are dealt with promptly.

If you remain unhappy about the way in which your complaint is being handled you should contact  DIRECTOR of SYNERGY SURVEYING   who will ensure your complaint is
dealt with correctly.

53 Frederick Street
United Kingdom