Complaints handling procedure

• Please send your complaint in writing to Hardeep Toor MRICS MCIOB at hello@msurveying.co.uk, or by post to Mytoor Ltd, 4 Station Parade, Ruislip, HA4 7DL. Tell us what happened, the outcome you are looking for, and include any relevant documents.
• If you raise a complaint by phone or in person, we will ask you to confirm it in writing so that we record it accurately.
• We will acknowledge your complaint in writing within 7 days and send you a copy of this procedure.
• We will investigate and send you a full written response within 28 days. If that isn't possible, we will write to you within 28 days to explain why and give you a date for our full response.
• Our response will set out our findings, what we will do to put things right if appropriate, and confirm that stage one has finished.

If you're not satisfied with our final response, or if 8 weeks have passed since you first complained, you can refer your complaint to our independent redress provider. Using it does not affect your other legal rights.

Consumer clients: please contact hello@msurveying.co.uk for the independent redress provider's name, address and website.

Business clients: please contact hello@msurveying.co.uk for the independent redress provider's name, address and website.

We keep a log of all complaints and how they were resolved, as RICS requires. Complaints are handled confidentially and in line with our Privacy notice. Making a complaint will not affect the way we treat you.