The essentials / Condensation help
Complaints Procedure
We want every condensation survey booking to run smoothly. When something falls short, the steps below show how to raise it, how a response reaches you, who examines concerns about the survey itself, and where to turn afterwards.
Making a complaint
Start by writing to us through the enquiry form. This is the one channel used for complaints, so please send yours that way. Plain, everyday wording is perfectly fine. Useful details include the postcode of the home that was surveyed, the name the booking was made under, and an outline of the problem in the order things happened. Say whether your concern relates to making the booking, to messages exchanged with us, or to the survey visit and the findings that came from it. It also helps to describe what would put things right for you, as that lets us focus on the outcome you are hoping for.
How we respond
Once your complaint arrives, we read it carefully and look back over the booking information we hold. You will receive our answer in writing, which gives you a record you can keep and refer to later. If we need more information before we can respond properly, we will ask you for it rather than guess. The written reply will explain what we found, what we are able to do about it and, where the concern lies with someone else, who is best placed to deal with it.
Concerns about the survey itself
The survey is carried out by a specialist firm rather than by this website. When you make a booking, your details are shared with the specialist who attends your property and prepares the findings. A complaint about how the survey was conducted, the conclusions reached or the advice given is therefore for that specialist firm to review and answer, because they are responsible for the work. We can pass your complaint on to them, and you are also welcome to contact them directly if you already have their details.
If you remain unhappy
Should our written answer, or the specialist firm's response, leave you dissatisfied, write back through the enquiry form and set out which points still concern you so they can be looked at again. If the disagreement continues after that, you may wish to seek guidance from a consumer advice service. They can explain your rights and the routes open to you, which may include an alternative dispute resolution scheme or, as a last resort, taking the matter to court.