Complaints Handling Procedure
Our commitment to service and professionalism
Our commitment to you
We are committed to providing the highest standard of service to all of our clients. However, if at any point you become unhappy or concerned about the service we have provided, please tell us immediately so that we can do our best to resolve the problem.
Step 1 — Contact Your Case Manager
In the first instance, please contact the case manager handling your matter directly. Many concerns can be resolved quickly at this stage. You can do this by email or in writing.
If you are unsure who your case manager is, email us at hello@partywallonline.co.uk.
Step 2 — Formal Complaint
If you are not satisfied with the response from your case manager, or if the matter is more serious, you may make a formal complaint in writing to:
Please include:
- Your name and contact details
- Your case reference number
- A clear description of the complaint
- The outcome you are seeking
Our Response
We will acknowledge receipt of your formal complaint within 3 business days.
We aim to provide a full written response within 21 calendar days. If we require more time to investigate, we will write to you to explain why and provide a revised timescale.
Step 3 — Independent Review
If you remain dissatisfied following our internal complaints process, you may refer your complaint about an individual surveyor to the RICS Dispute Resolution Service (DRS). Each Party Wall Online surveyor is individually regulated by RICS and subject to its disciplinary process.
The RICS DRS can be contacted at: drs@rics.org or via the RICS website at rics.org.
Timeframes
Complaints to the RICS DRS must typically be referred within 12 months of our final written response. We encourage you to raise any concerns with us as early as possible.
Complaints and a surveyor’s statutory role
Where a surveyor is acting in a statutory role under the Party Wall etc. Act 1996, the law makes their decisions independent of either owner. Our complaints procedure cannot be used to influence or intimidate a surveyor carrying out that statutory role, nor to delay or avoid obligations under a Party Wall Award.
Importantly, nothing in this complaints procedure can change, adjust or set aside a Party Wall Award. An Award can only be challenged by appeal to the county court within 14 days of service, under section 10(17) of the Act. If you wish to challenge the substance of an Award you should take independent legal advice promptly, as the appeal window is short. This procedure addresses the standard of our service; it is not a route to vary an Award.