Southwest Surveyors – Complaints Handling Procedure
Last updated: October 2026

South West Surveyors is committed to providing a professional and high-quality service. However, if you are unhappy with any aspect of the service you have received, we would like the opportunity to resolve the matter.

Making a complaint

Please put your complaint in writing and provide:

• your name and contact details;

• the property address concerned;

• details of your complaint; and

• what you would like us to do to resolve the matter.

Please send complaints to:

Jodie Shaw
South West Surveyors
Email: info@southwestsurveyors.co.uk

What happens next?

We will acknowledge your complaint promptly and review the circumstances surrounding it.

We may contact you for additional information where this is required to properly investigate your concerns.

Following our investigation, we will provide you with a written response explaining our findings and, where appropriate, any action we propose to take.

We aim to deal with complaints fairly, professionally and without unnecessary delay.

Independent dispute resolution

If we are unable to resolve your complaint through our internal complaints procedure, you may be entitled to refer the matter to an independent Alternative Dispute Resolution provider.

ADR provider: TPOS - The Property Ombudsmen

Further information will be provided with our final response to your complaint where applicable.

Professional indemnity insurance

Where a complaint involves circumstances which may give rise to a professional indemnity insurance claim, South West Surveyors may be required to notify its professional indemnity insurer and deal with the matter in accordance with the insurer's requirements.