Client Complaints Procedure

At Novello Chartered Surveyors we aim to provide an excellent service at all times. If something does not meet your expectations, we want to know so we can put things right
quickly and fairly.

This procedure explains how to raise a complaint and what you can expect from us.

Stage 1 — Informal Resolution

If you have a concern, please raise it with the Novello Team. We will aim to resolve the matter promptly, normally within 7 working days. If you are not satisfied, you can progress to Stage 2.

Stage 2 — Formal Investigation

If you wish to make a formal complaint, please email: complaints@novellosurveyors.co.uk

Your complaint will be handled by our Complaints & Compliance Team, who will:

  1. acknowledge your complaint within 7 working days,
  2. carry out a full and impartial investigation,
  3. provide a written response within 28 working days.

If the matter is complex and more time is needed, we will keep you updated If you remain unhappy, you may refer the matter to our independent redress provider.

Stage 3 — Independent Redress (CEDR)

If your complaint has been through Stages 1–3 and remains unresolved, you can refer it to:

CEDR (Centre for Effective Dispute Resolution)
100 St. Paul’s Churchyard
London
EC4M 8BU
Tel: 020 7536 6116

Email: surveyors@cedr.com
Website: https://www.cedr.com/consumer/rics/overview/

You must do this within 12 months of our Final Internal Review Response. CEDR is entirely independent of Novello and will review the matter impartially. If you accept CEDR’s decision, we agree to be bound by it.

Our Commitment

  • We take all complaints seriously.
  • We aim to resolve issues quickly, fairly and transparently.
  • All complaints are handled confidentially and professionally.
  • Feedback helps us continually improve our service standards.