Complaints Procedure
We're here to help resolve any concerns
At Mouldsurv Ltd, we are committed to providing the highest quality mould and damp consultancy services. If you are dissatisfied with any aspect of our service, we want to hear from you.
How to Make a Complaint
In Writing
Send your complaint to:
Complaints Department
Mouldsurv Ltd
Suite 1A, Unit 5 Wickham Business Park
Honywood Road
Basildon
Essex, SS14 3EQ
Our Complaints Process
Acknowledgment
We will acknowledge receipt of your complaint within 2 working days and provide you with a reference number.
Investigation
A senior member of staff will investigate your complaint thoroughly, reviewing all relevant documentation and speaking with involved personnel.
Response
We aim to provide a full written response within 10 working days. For complex matters requiring extended investigation, we will keep you informed of progress.
Resolution
Our response will explain our findings, any actions taken or proposed, and next steps. We are committed to finding a fair and satisfactory resolution.
What Information Should I Include?
To help us investigate your complaint efficiently, please provide:
- Your name and contact details
- Survey reference number or invoice number (if applicable)
- Property address surveyed
- Clear description of your complaint
- What outcome you are seeking
- Any supporting documentation