Complaints handling procedure

Claimology aims to deliver every instruction to a professional standard — but if something has gone wrong, we want to know, and we want the chance to put it right. A copy of this procedure is also available on request in writing.

Stage 1 — raise the complaint with us

Please put your complaint in writing (email or post) so that nothing is lost or misunderstood, addressed to:

• Complaints handler: Jarelle Mills, Claimology
• Current route: use the contact form on this site and state “formal complaint” at the start of your message.

Include, where you can:

• your name and contact details
• the property address and date of the instruction or report
• what has gone wrong, in as much detail as possible
• what outcome you are seeking

We will then:

1. Acknowledge your complaint in writing within 7 days of receiving it.
2. Investigate the matter fully — reviewing the file, the report and any correspondence.
3. Respond in writing with the outcome of the investigation within 28 days of receipt. If more time is genuinely needed (for example, where third-party information is required), we will explain why and give a realistic date.

Stage 2 — independent redress

If you remain dissatisfied after receiving our final written response, that response will identify any independent escalation route that applies to your engagement. The available route can differ by client type, service and the terms agreed for the instruction, so it will be stated specifically rather than assumed here.

• Consumers: the final response will explain any applicable independent review or alternative dispute-resolution route and the relevant time limit.
• Business clients: any mediation, arbitration or other escalation route will be the one set out in the written terms for the instruction.

The redress scheme will expect you to have completed Stage 1 first, so please give us the opportunity to resolve matters directly before referring the complaint.

Professional-body conduct routes

Jarelle Mills is a Chartered Member of the CIOB and an Associate Member of RICS, and is bound by both bodies' codes of conduct. Conduct concerns (as distinct from service complaints) may be raised with the CIOB (ciob.org) or RICS (rics.org/regulation). Neither body awards compensation — the redress route above covers that — but both investigate conduct. Complaints about your insurance claim itself belong with your insurer and, ultimately, the Financial Ombudsman Service.

Records

A log of complaints, and the evidence gathered in investigating them, is retained in line with our record-keeping and insurance obligations. Our insurers may be notified of complaints where the terms of the policy require it.

Our commitment

Complaints are handled fairly, promptly and without charge. Raising a complaint will never affect the professional objectivity applied to your instruction — and where we have got something wrong, we will say so plainly and put it right.