WORKSHOP REPLAY
Complaint Handling
for Surveyors
Discover what to do when you get a complaint as a residential surveyors.
In this 90 minute workshop replay, you'll learn practical insights and strategies to help you work out exactly what to do when that email hits your inbox.Â
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Get Instant Access – £97
Includes practical templates and resources
There is no doubt getting a complaint is horrible.
Being prepared can make all the difference.
Watch this Workshop replay to help you improve how you handle complaints in your surveying business.
You'll get practical insights and strategies so you'll know exactly what to do when a complaint email lands in your inbox. By the end of the workshop, you'll have the tools and knowledge to know:
- Exactly what to do when you receive a complaint.
- How to create an organised, less stressful complaints-handling experience for your clients.
- How to use the resources, templates and checklists in your surveying business.Â
WHAT OTHER SURVEYORS HAVE SAID
“This workshop gave me confidence at a time when I really needed it. I finally felt like I knew what to do when a complaint came in.”
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Residential Surveyor
“The templates and triage framework took the panic out of complaints. Everything felt clearer and more manageable.”
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Director, Surveying Practice
RESOURCES THAT MAKE A REAL DIFFERENCE
Alongside the workshop replay, you’ll get exclusive access
to a toolkit of resources that help bring clarity, structure,
and confidence to your complaints procedure.
CHECKLISTS & GUIDES
Complaint Investigation Checklist
Guiding you through each step of a fair and consistent investigation.Â
Complaint Tracker
Record each complaint from start to finish - including actions taken, deadlines, communications, outcomes, and any follow-up required.
Triage Framework Â
Assess new complaints quickly so you can decide whether an issue is service-related, conduct-related, a misunderstanding, or a risk concern.
RESPONSE TEMPLATES
Acknowledgement Template
A clear, professional way to acknowledge a complaint promptly, set expectations around timelines, next steps, and how you will investigate.
Response Template
A structured template for your main response to explain findings clearly, address each point raised, and confirm the outcome.
Offer Acceptance Form Example
For when a resolution or goodwill gesture has been agreed.
Escalation Acknowledgement Template
This helps you outline the next stage in and keeps communication consistent and compliant.
Final Response Template
A template for situations where no agreement can be reached.
Complaint Handling Procedure Examples
Examples of the tone, structure, and level of clarity expected in a well-managed complaint response.
Handle complaints with clarity, confidence, and consistency.
Access the Workshop Replay and Resource Toolkit for only ÂŁ97.Â
Get Instant Access – £97YOUR QUESTIONS ANSWERED
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ABOUT YOUR HOST
Hi, I’m Marion Ellis.
I’ve spent much of my career supporting residential surveyors around communication, risk management, and professional standards — helping them feel more confident when things don’t go to plan.
I know how easy it is, especially when you’re busy, for marketing, messaging, and client conversations to feel rushed or uncomfortable. Yet these are often the areas that make the biggest difference to trust, instructions, and long-term reputation.
In this workshop, I share practical tools, wording, and examples you can use straight away — all grounded in real conversations with surveyors and clients.
Get Instant Access – £97