Complaints

Complaints handling procedure

HKer Building Surveying Ltd is regulated by RICS. We aim to give a high standard of service, but if you are unhappy with any part of it, please tell us. We will deal with your complaint promptly and fairly.

1. Tell us. Write to Morris Chan by email at hkerbuildingsurveying@gmail.com, or by post to our registered office. Please include your name, the property address and what went wrong.
2. We acknowledge it. We will acknowledge your complaint in writing within 7 days and explain what happens next.
3. We investigate and reply. We will send you a full written response within 28 days of receiving your complaint.
4. Review. If you are not satisfied, tell us within 28 days. Morris Chan will look at your complaint again, consider any new information and reply in writing within a further 28 days.
5. Independent redress. If you are still not satisfied, or if 8 weeks have passed since your original complaint, you can refer it to our independent redress scheme, the Centre for Effective Dispute Resolution (CEDR). This service is free for consumers. You must normally do so within 12 months of our final response.

For consumer complaints contact

Centre for Effective Dispute Resolution
100 St Paul’s Churchyard
London, EC4M 8BU
Tel: 020 7536 6000
Email: info@cedr.com
Website: www.cedr.com

CEDR will provide an independent review of the complaint and aim to reach a fair resolution.

We keep a record of all complaints. Making a complaint will not affect the service you receive from us.