Customer Complaints
Complaints Handling Policy
Version 1.0 | Effective from: September 1st 2026 | Next review: September 1 2027
1. Purpose
We are committed to providing a high standard of service. We recognise that, occasionally, clients or other parties may be dissatisfied with our work, our conduct, or our fees. This policy sets out how we handle such complaints fairly, promptly and consistently, and how complaints are used to improve our service.
2. What We Treat as a Complaint
A complaint is any expression of dissatisfaction, whether made verbally or in writing, about:
- the technical advice, or reports we have provided;
- the conduct, communication or professionalism of our staff;
- delays in delivering agreed work;
- fees, invoicing or other commercial/contractual matters; or
- any other aspect of the service we have provided.
A general query or request for clarification is not treated as a complaint unless the person specifically indicates dissatisfaction.
3. How to Make a Complaint
Complaints should be addressed, wherever possible in writing, to info@veranosurvey.com:
- [Contact Name]
- Email: [email address]
- Post: [postal address]
- Telephone: [phone number] (we may ask you to confirm the details in writing)
Please include:
- your name and contact details;
- the project name/reference;
- a description of the issue; and
- the outcome you are seeking.
4. How We Handle Your Complaint
| Stage | What happens |
|---|---|
| Acknowledgement | We will acknowledge your complaint within 5 working days, confirming who is handling it. |
| Investigation | The complaint is reviewed against the relevant project file, correspondence, calculations and terms of engagement. Where the complaint concerns a specific individual, an independent senior colleague (or, for a sole practitioner, an external peer) will review it where practicable. |
| Response | We aim to provide a full written response within 28 working days of acknowledgement. If this is not possible, we will explain why and agree a revised timescale with you. |
| Outcome | Our response will explain what we found, whether the complaint is upheld, and any action we propose — for example, correction of work, a fee adjustment, or an apology. |
5. If You Remain Dissatisfied
If you are not satisfied with our response, you may request that the matter be reviewed by [a director / a second senior engineer / an external adviser named in your terms of engagement].
Where a complaint relates to professional conduct or competence (rather than a commercial matter such as fees or contract terms), and where the individual concerned is a member of a relevant professional institution, you may also refer the matter to that institution. Please note that professional institutions generally investigate breaches of their Code of Conduct only, and do not adjudicate on commercial matters such as fees, payment terms or contractual disputes. Disputes of that nature are handled under the dispute resolution provisions of our terms of engagement (which may include negotiation, mediation, or adjudication).
6. Confidentiality
All complaints are handled confidentially and shared only with those directly involved in investigating and resolving the matter.
7. Records and Review
We keep a log of all complaints received, including the nature of the complaint, actions taken and the outcome. This is reviewed periodically (and reported to our professional indemnity insurer where required) to help us identify any recurring issues and improve our service. This policy is reviewed annually, or sooner following a significant complaint.
8. Contact
If you have any questions about this policy, please contact info@veranosurvey.com
Veranosurvey.com
Call Us
03334 559 027