A surprising defect or valuation does not always mean the surveyor has made an error. It may relate to an inspection limitation, a change after the visit, information that was unavailable or a misunderstanding about the agreed service. The first useful step is to identify the precise concern and ask the firm for an explanation.
If the issue remains unresolved, RICS-regulated firms must have a complaints-handling procedure with access to an independent alternative dispute resolution route. RICS is a professional regulator; it does not simply replace the firm’s process or decide every compensation dispute.
Read the complete documents
Review the terms of engagement, report, photographs, stated limitations and recommended further investigations. Check inspection and valuation dates and whether the disputed matter was accessible or within scope.
For a valuation concern, identify the property interest, purpose, assumptions and comparable evidence rather than challenging only the headline figure.
Ask for clarification
Write to the firm with a focused description, supporting photographs, dates and documents. Explain what you believe is inconsistent and what clarification you seek. Avoid carrying out destructive work before the evidence is documented, except where urgent safety or loss mitigation requires action.
The firm may explain the report, request additional records or propose an inspection. A revisit is not automatically an admission of fault.
Use the complaints procedure
If informal clarification does not resolve the issue, request the firm’s formal complaints-handling procedure and follow it. RICS expects regulated firms to respond fairly, openly and professionally. Keep copies of submissions and responses.
The procedure should identify an approved alternative dispute resolution provider for unresolved consumer complaints, subject to its eligibility rules.
Regulation, redress and independent advice
RICS can consider regulatory concerns about member or firm conduct, but it distinguishes regulation from resolving a private negligence or compensation claim. Serious financial or legal disputes may require independent legal advice.
No complaint route guarantees a particular outcome. Preserve evidence and observe any contractual or legal time limits advised by your solicitor.
If immediate work is needed for safety or to prevent further damage, act reasonably and preserve evidence: take dated photographs and retain reports, removed materials where practical and invoices. Limiting loss can sit alongside showing what was found.
A second opinion may help identify cause and repair scope, but commission it independently. Ask the professional to distinguish observed facts from opinion rather than assuming that a different conclusion automatically proves negligence.
- Keep the report, terms, invoice and correspondence
- Photograph the concern and record when it emerged
- Ask a precise question before alleging fault
- Follow the firm’s written complaints procedure
- Obtain legal advice where rights or deadlines are at stake
Advice for your property
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Authoritative sources and further reading
The guide is general information, not property-specific, structural, legal, tax or financial advice. Source pages can change; consult the relevant professional for your circumstances.