Complaints Policy
We are committed to handling complaints fairly and promptly, ensuring every concern is properly reviewed and resolved.
Complaints Handling Procedure
Last updated: 04/02/2026
Our commitment to you
At Atlas Surveying & Building Consultancy, we are committed to delivering a friendly and professional service at all times. If you feel our service has fallen short of expectations, we encourage you to let us know. We take all complaints seriously and aim to resolve them fairly, transparently and without delay.
How to make a complaint
To ensure we fully understand your concerns, please submit your complaint in writing using the details below:
Email: info@atlassurveying.co.uk
Phone: 01708 531341
We are happy to discuss matters over the phone in the first instance. However, formal complaints must be confirmed in writing.
Our complaints process
1. Acknowledgement
We will acknowledge your written complaint within 7 working days of receipt.
2. Investigation
Your complaint will be investigated by the Company Director, who will review your file and consider the circumstances surrounding your concerns.
3. Formal Response
Within 28 days of our acknowledgement, we will provide a written response outlining our findings and any actions we propose to resolve the matter.
Alternative dispute resolution
If we are unable to reach an agreement, or if your complaint has not been resolved within 8 weeks, you may refer the matter to an independent redress provider.
Details of our appointed Alternative Dispute Resolution provider are available upon request.
Please ensure all timeframes and procedures comply with your regulatory and professional obligations.