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BRECON & DEANChartered Surveyors

Regulatory

Complaint Handling Procedure

If you are unhappy with any aspect of our service or need clarification on a report or valuation, please let us know so we can resolve the matter promptly.

Step 1: Raising Your Concern

To help us understand and address your issue effectively, please provide a clear description of your concern, along with your contact details and the property address or reference number.

Step 2: Our Investigation Process

Upon receiving your formal complaint, we will:

  • Acknowledge receipt in writing within 3 working days.
  • Investigate fully — James Buckingham will personally re-examine the file, inspection notes, photographic records, and report details.
  • Provide a formal written response within 15 working days of receiving your communication.
  • Keep you informed if an unexpected delay occurs (for instance, if a re-inspection of the property or specialist consultation is required).

Step 3: Review and Final Viewpoint

If you remain dissatisfied with our initial response, please notify us in writing outlining your remaining concerns.

We will conduct a secondary review — which may include an additional site visit at our expense where appropriate — and issue our formal written Final Viewpoint within 15 working days of your review request.

Step 4: Independent Redress

If you are not satisfied with our Final Viewpoint, or if more than 8 weeks have passed since you first raised your complaint, you may refer the matter to The Property Ombudsman. We are full members of this independent scheme, which provides a free, impartial dispute resolution service for consumers.

The Property Ombudsman Scheme

Note: You must refer your complaint to The Property Ombudsman within 12 months of receiving our Final Viewpoint.

Brecon & Dean Ltd is regulated by RICS (Firm Registration No. 898081) and member of The Property Ombudsman (Membership No. T11948). Registered in England & Wales No. 15742072.

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