Who handles complaints
Our Complaints Officer is Andrew Parker AssocRICS MCIOB, Drone Building Inspection and Surveying Services Ltd, 8 Ritcroft Street, Hemel Hempstead HP3 8PF. Phone 07572 190983, email info@dbiss.uk.
How to complain
Please complain in writing, by email, by letter or using the form below. Tell us:
- your name, address and contact details
- the property address and our report reference, if you have them
- what went wrong
- the outcome you are looking for
If you complain by phone, we will write down your complaint and send you a copy so you can check we have understood it.
Stage 1: our investigation
- We acknowledge your complaint in writing within 7 calendar days, with a copy of this procedure and our understanding of the complaint. You can correct that understanding.
- We send you a full written response within 28 calendar days. If we need longer, we write to explain why and tell you when you will hear from us.
- If you are still unhappy, you can ask for a final review. We then send a final written decision, confirming your right to independent redress.
Andrew is our only surveyor. If your complaint is about his own work, we complete Stage 1 promptly and offer you early referral to independent redress.
Stage 2: independent redress
If you are a consumer and your complaint has not been resolved to your satisfaction, or 8 weeks have passed since you first complained, you can refer it to our independent redress scheme, approved by the RICS Standards and Regulation Board:
Centre for Effective Dispute Resolution (CEDR) 100 St Paul's Churchyard, London EC4M 8BU Phone 020 7536 6116 · Email surveyors@cedr.com · www.cedr-assist.com/consumer/rics
CEDR's service is free for consumers. We pay the scheme's fees and will not ask you to cover them. Please refer your complaint within 12 months of our final written decision. The adjudicator's decision binds us if you accept it within the scheme's time limit. If you reject it, you remain free to take other action, including going to court.
If you are a business client, an unresolved complaint may, by agreement, be referred to an approved business-to-business scheme such as the RICS Dispute Resolution Service or CEDR's business adjudication service.
Our records
We keep a log of every complaint, the steps we took, our response dates, the outcome and any referral to CEDR. We use it to improve our service.
Updated 23 September 2026