1. Raise it

Tell the surveyor/firm dealing with your matter, or contact us at hello@partywall-agreement.co.uk (put "Complaint" in the subject line) or free on 08000 487897. Please include your name, the property address and what went wrong.

2. Acknowledgement within 5 working days

We'll confirm we have your complaint and who is dealing with it.

3. Full reply within 28 days

The complaint is looked into, including speaking to the surveyor involved, and you get a full written reply. If it needs longer, we'll tell you why and when to expect it.

4. Escalate to a director

If you're not happy with the reply, ask for it to be reviewed by a director, who will reply in writing.

5. Independent mediation

If your complaint is still unresolved, you can ask for independent mediation or redress, for example through an ombudsman scheme where the surveyor/firm is a member. You may also raise matters of professional conduct with the surveyor's professional body (RICS, the Faculty of Party Wall Surveyors or the Pyramus & Thisbe Club).

A note on Party Wall Awards

A Party Wall Award is made by surveyors under the Party Wall etc. Act 1996, which is the governing legislation. Either owner can appeal against an Award to the county court within 14 days of it being served (section 10(17)). Making a complaint does not extend that time limit.