Survey Terms and Conditions

Our small print doesn’t hide anything we don’t want you to read and should be read in conjunction with our Terms & Conditions.

How does it work?

We introduce you to a surveyor to complete your chosen survey for you. All Surveyors introduced by us are regulated for the services they provide either by the Royal Institution of Chartered Surveyors (RICS), The Institution of Structural Engineers or an appropriate regulator for the service they provide.

You are deemed to have accepted the introduction to work with our introduced Surveyor upon receipt of the payment for the survey. You are bound by the Surveyor's Terms of Service and the Surveyor's Terms of Service are sent to you prior to the Survey Date. If you want to cancel you can do so following the Cancellation Policy below. The surveyor acts independently to us in the delivery of the regulated service.

The survey takes place on the Survey Date that is agreeable with you, the estate agent (if applicable) and the property owner. The surveyor provides a detailed analysis over the phone with you after the survey has taken place and then the Surveyor delivers the written survey by email between 5 working days after the survey date. There are occasions where the report can take longer than 5 working days and you will be informed if this is the case.

HomeBuyer Reports, Building Surveys, Property Valuations and Lease Extension Valuations are non-intrusive visual inspections in accordance with the RICS regulations. If you require the Surveyor to inspect areas of the property that require access or an intrusive inspection this must be agreed in writing with the owner of the property and confirmed on instruction with your Surveyor.

We are not surveyors and don’t complete any regulated part of the Service for you. We do not take any responsibility for nor accept any liability in relation to the service provided by the Surveyor or the availability of the survey. The payment you make for the costs of the survey to us is passed on as Agent to the surveyor less our marketing fee for introducing you. 

About You

Your survey Quote is based on the information you provide to us, so if the information you provided is incorrect or changes please let us know so we can provide you with a correct Quote. We can only provide surveying services in England and Wales.

You should be 18 or over and be entitled to the surveying service on the relevant property.

Cancellation Policy

If you need to cancel for any reason please call our office on 0333 344 3234 (local call charges apply). 

You have 14 days from entering into a service contract in which you can cancel it. 

If you request a service to start straightaway by booking a survey date within the next 14 days you still have the right to cancel, but you must pay for the value of the service that is provided up to the point you cancel which is as follows:

  • Cancel 48 hours or more before the Survey Date – full refund of survey paid
  • 24 to 48 hours before the Survey Date - £60 INC VAT cancellation charge and the balance of the survey refunded
  • 24 hours or less before the Survey Date – No refund

If you cancel on the same day as the Survey Date, or any time after the Surveyor has attended the property then no refund is due however the report will be delivered in accordance with the terms agreed with the Surveyor. For the avoidance of any doubt, we do not count hours for the time we are closed so if your Survey Date is on a Monday at 10am you must cancel the survey by 10am on Thursday to get a full refund, 10am on Friday to get a refund less £60 and after 10am on Friday there is no refund.

If you make a charge back request with your card provider after the Service has been delivered then we reserve the right to charge an additional £240 INC VAT plus any third party legal fees in pursuing the settlement of our invoice.

Formal Complaint

We take matters like this very seriously and our Surveyor would like the opportunity to reply to your complaint in full. The first step is for you to detail in writing what your formal complaint is; setting out the reasons for your complaint and to provide any additional evidence that supports your complaint including any photos (photos and other supporting evidence are incredibly useful so please provide these). 
 
The Surveyor will send you their Formal Complaints Procedure which sets out their time frames to respond to your complaint. The Surveyor will take all reasonable steps to resolve your complaint and may ask to revisit the property. After completing their review, the Surveyor writes to you in response to your complaint. This will hopefully address your complaint through providing additional information where possible.
 
In the event that you are still unsatisfied with the Surveyor you can pursue a third party dispute resolution service that the surveyor is registered to. You cannot raise a complaint to the dispute resolution service until you have raised a formal complaint to your Surveyor. The details of the dispute resolution service for RICS surveyors is:
 
Service Provider
Address
Email
Website
Centre for Effective Dispute Resolution
70 Fleet Street, London, EC4Y 1EU
 
The dispute resolution service is free for you to use and considers all information provided by you and the Surveyor. You can read the guidance notes here. They provide their independent opinion on the delivery of the Service by the Surveyor. If you are unhappy with the decision from the dispute resolution service you can ask for a further review by another person at CEDR. If after this further review you are still unhappy then you can seek to look to reclaim your losses through the legal system.

Your Feedback Matters

We work very hard to make sure you receive the best service possible. If during the survey service you are unsure of the next steps or need additional guidance or support, please contact us.

At the end of the survey service we will want to get your honest feedback on the surveyor you used. We want to hear if you had a great experience, or if we can learn from any mistakes.

Terms updated: 24th February 2020 11:29am