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Complaints Handling Procedure

Atom Surveyors are committed to delivering a professional, high‑quality service. If something goes wrong, we want to know so we can put it right. This Complaints Handling Procedure explains how you can raise a concern and how we will respond.

How to make a complaint 

If you wish to make a complaint, please contact us in writing using one of the following methods:
 

Email: office@atomsurveyors.co.uk
Post: Atom Surveyors LTD, Marlowe Innovation Centre, Marlowe Way, Ramsgate, Kent, CT12 6FA

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Please include:

  • Your name and contact details.

  • The property address.

  • Details of your complaint.

  • Any supporting information.

 

Providing this information helps us investigate your concerns quickly and thoroughly.

Stage 1. Internal review 

Once we receive your complaint, we will:

  • Acknowledge your complaint within 3 working days.

  • Provide a full written response within 15 working days.

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If we need more time to investigate, we will explain why and provide a revised timescale.

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Our written response will include:

  • A summary of your concerns.

  • The findings of our investigation.

  • Any actions we propose to resolve the matter.

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We aim to resolve all complaints fairly, transparently and promptly, in line with the RICS Rules of Conduct and the RICS Home Survey Standard (2020).

Stage 2. Independant redress (TPO)

If you remain dissatisfied after receiving our final response, or if 8 weeks have passed without resolution, you may refer your complaint to our independent redress scheme:

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The Property Ombudsman (TPO) Milford House, 43–55 Milford Street, Salisbury, SP1 2BP

Website: www.tpos.co.uk

Email: admin@tpos.co.uk

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TPO Membership Number: T14381

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TPO provides a free, impartial and independent service. We will comply fully with any investigation or decision made by the Ombudsman.

Record keeping

We retain full records of all complaints for a minimum of 6 years after closure, in line with:

  • RICS requirements.

  • PI insurance conditions.

  • Legal obligations.

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This ensures transparency and supports continuous improvement.

Commitment to professional standards 

Atom Surveyors LTD operates in accordance with:

  • The RICS Rules of Conduct.

  • The RICS Home Survey Standard (2020).

  • The TPO Code of Practice.

  • UK consumer protection law.

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We take all feedback seriously and use it to improve our services.

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