Complaints procedures If you have any concerns about our home inspection service, you should initially speak to the home inspector who conducted your home inspection report. He has the overall responsibility for the report. If your concerns cannot be resolved at that stage, you should set them out in writing to Home Inspector Yorkshire LTD, for any formal complaint made against the company. We endeavour to resolve complaints internally. They will be dealt with sympathetically and promptly and we will work with you to reach a satisfactory conclusion. Your complaint should take the form of a letter or note setting out as precisely as you can your grounds for complaining and what you feel was handled wrongly. You do not have to set out your complaint formally, but you should include: - the case reference number or numbers used in letters from the company; - as a further check, the address of the property or properties. What happens next? Your complaint will be treated with priority and respect. An acknowledgement will be made within two working days of receipt, and a full response (or advice that a delay is necessary in order to complete the investigation) will be given within 15 working days. If a complaint about a home inspector is very serious and might lead to his or her dismissal, it may require an independent investigation by a certificated board. In such cases, you will again be notified of a time limit within which to expect a response while the investigation takes place. In the first instance the complainant will have to submit all the evidence for the complaint within 5 working days of making a complaint. The personal indemnity insurance company will be notified that a customer has made a written complain against Home Inspector Yorkshire Limited. The complaint will then be investigated thoroughly, with careful observations and the home inspector will try to resolve the problem in an amicable way within the timescale allocated. The home inspector will remain polite, sympathetic at all times and listen arefully to complainant’s dissatisfaction. At this stage the home inspector will not admit to any wrong doing during the home inspection. The home inspector will not say sorry until the case has been heard or resolved amicable. The home inspector will equest from the complainant if he can take notes of the meetings and after the permission granted, the home inspector will take notes of all conversations and the contents of the meetings that have taken place. If there is any delay in the process, the home inspector will at all times keep the complainant informed. If there is an amicable way of resolving the complaint the home inspector will go out of his way and try to resolve it. However if the complain is not reached at this stage a meeting will need to be addressed within 7 days of notification. An agreed place and time will have to be arranged. Any outcomes will be used as reference and filed away for future use. If everything else fails, the complainant will get the opportunity to readdress his complain with a certification / licensing authority which Home Inspector Yorkshire Ltd are a member of. At this point the complaints procedure adopted by the certification / licensing authority will have come into force. Please find address details below for Home Inspector Yorkshire LTD. Home Inspector Yorkshire LTD Sohail Miran, 129 Rooley Lane, Bradford, West Yorkshire, BD5 8JH Tel: 07974 394 035 Please find address details below for the certification board to which Home Inspector Yorkshire Limited is a member. Hi Certification Scheme BRE, Bucknalls Lane, Garston, Herts, WD25 9XX Tel: 01923 664 830 If the complainant is still dissatisfied with the outcome, they have a right to appeal under the authority’s complaint procedure. All complaints will be investigated and dealt with at no cost to the consumer. You and the Ombudsman There is an alternative means of complaint about the administrative handling of your case. This is your right to approach the Parliamentary Commissioner for Administration (the Ombudsman) via your Member of Parliament. Once again, there is no prescribed format, but it would be helpful to include your case reference number as well as details of your complaint. <<Back