Complaints Procedure

Get in touch by email or phone within 30 days of your inspection. Please include:

• Your name and inspection booking reference
• The inspection date and property address
• A clear description of your concern, with any photos or other evidence if relevant

Most issues are resolved at this stage.

If you are not happy with our initial response, write to us within 14 days asking us to formally review the complaint. We will re-examine your complaint carefully, including any new information you provide.

If you remain unhappy after our written review, you have a number of independent options. You can take any of these steps at any time after we have given you our final written response — there is no waiting period.

• Citizens Advice Scotland — free, independent consumer guidance: citizensadvice.org.uk/scotland — Advice line: 0808 169 6000.
• Advice Direct Scotland (Trading Standards) — the national consumer advice service for Scotland, working alongside local-authority Trading Standards: consumeradvice.scot — Helpline: 0808 164 6000. They will route your complaint to the relevant local Trading Standards office (for example City of Edinburgh Council Trading Standards) if it raises a consumer-law concern.
• Mediation — voluntary dispute resolution through a service such as the Centre for Effective Dispute Resolution (cedr.com). Mediation costs are usually shared between the parties and agreed in advance.
• Scottish Sheriff Court Simple Procedure — a low-cost court route for monetary claims up to £5,000. Information and forms are available on the Scottish Courts and Tribunals Service website: scotcourts.gov.uk.