PURPOSE
The purpose of this Complaints Handling Procedure is to establish a clear and structured framework for addressing any concerns raised by our clients, ensuring prompt, fair, and transparent resolution. It also serves as a tool for continuous improvement by identifying service deficiencies and reinforcing our commitment to high-quality surveying standards.
Introduction. GIA take complaints very seriously: We strive to give an excellent service to all our clients and will investigate any complaints that we receive. If you are unhappy with any of our services, please let us know so that we can understand what has gone wrong and work towards finding a solution as quickly and effectively as possible.
What is covered. This policy applies when you have concerns about the service or product we are providing, and you have not been able to resolve the issue with the surveyor or member of staff that you have been dealing with. This procedure may be amended at any time. We may also vary or depart from this procedure, including any time limits as appropriate in any case.
Continuous improvement. Whenever possible, we want to learn from our mistakes so that we can always provide the best service. Your feedback is welcomed by us in order to improve. You can email any comments or suggestions to feedback@gia.uk.com.
HOW WE WILL DEAL WITH YOUR COMPLAINT
Stage 1 – Initial Contact
The first step is for you to let us know the issues you have experienced.
The best way to contact us is through our online complaints form. this can be found on www.gia.uk.com. Please provide full details of your complaint and how you would like us to communicate with you.
Other ways to contact us are:
Contact Name: Edward Flute, COO.
Phone: 0207 202 1400
Email: complaints@gia.uk.com
Address: GIA Complaints, The Whitehouse, 9a Belvedere Road, London SE1 8GA
Once we have received your official complaint, we will acknowledge your concerns within five working days and seek to provide you a full response within 25 working days.
We aim to deal with any complaint upon first point of contact. If any further investigation is required, then a unique case reference number will be provided; this number should be quoted in all correspondence. You will also be provided a specific contact who will provide you regular updates on your complaint until the matter is resolved.
We are fully committed to dealing with any complaint and will make sure that any concern raised, no matter what the outcome, will not affect any future working relationship.
Stage 2 – Escalation
If you are not satisfied with the outcome and response to your complaint, then you can express your desire to escalate it further. You can ask to do this via the contact details provided, quoting your unique case reference number.
Upon escalation, the Chief Executive Officer (CEO) or a suitably appointed respondent will review the initial complaint and the previous investigation process to determine whether the correct outcome has been reached.
The CEO will respond within 10 working days and work with you to try reach a satisfactory resolution.
Stage 3 – Additional steps
If you are a Consumer or Business to Business client and are unhappy with any investigation and resulting response given by GIA, or wish to request external advice you have the option of taking your case to The Centre for Effective Dispute Resolution (CEDR) – a free and independent service recommended by RICS as their Alternative Dispute Resolution (ADR) provider for complaints for UK-based RICS-regulated firms such as GIA. Complaints can be accepted eight weeks after they are first received by GIA. Details can be found at https://www.cedr.com/ or ring 0207 536 6000.
Where the complaint refers to a construction contract within the meaning of the Housing Grants, Construction and Regeneration Act 1996, either party may refer any dispute for adjudication in accordance with the Construction Industry Council Model Adjudication Procedure.
ABUSIVE BEHAVIOUR
GIA will not tolerate any abusive or threatening behaviour towards any member of staff.
DATA PROTECTION
All complaints are treated with the utmost confidentiality. Personal data collected during the complaints process will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and our internal Data Protection Policy. Complaint files will be stored securely and only accessed by authorised personnel.
VERSION CONTROL
| Date | Version | Author | Comments |
| 14/02/2017 | 1.0 | Facilities | Final Version |
| 16/09/2019 | 2.0 | Operations | Updated |
| 15/08/2021 | 3.0 | Operations | Updated |
| 21/12/2023 | 4.0 | Operations | Updated |
| 24/02/2025 | 5.0 | Operations | Updated |
| 09/04/2025 | 6.0 | COO | Updated |