Complaints Handling Procedure – Reviewed June 2026

Introduction

As a regulated RICS firm, Trad Mod Surveyors Ltd has in place a Complaints Handling Procedure (CHP) that meets regulatory requirements. Our CHP consists of two stages. Stage One allows our firm to review and consider your complaint in full and try to resolve it to your satisfaction.

If you remain dissatisfied, stage two gives you the opportunity to escalate your complaint to an independent redress provider approved by the RICS.

A copy of this CHP is available on request. Reference to this procedure is also included in our terms and conditions of engagement.

Stage One – Internal Complaint Handling

If you have a complaint, please submit it in writing to:

Tom Hutchinson
Trad Mod Surveyors Ltd.
40 Ringwood Avenue
Chesterfield,
S41 8RB
Tel: 01246 791529
Email: info@tradmodsurveyors.co.uk
Your complaint should include the following details:
– Your name and contact details.
– A clear description of your complaint and any supporting documents.
– What you expect as an outcome.
We will acknowledge receipt of your complaint in writing within three working days and provide a full written response within 15 days of receipt. If we need more time to investigate, we will inform you in writing.
If you are satisfied with our response, the complaint will be considered resolved. If not, you may proceed to Stage Two.

Stage Two – Independent Redress Provider

If you remain dissatisfied with our final response, you can escalate your complaint to the Property Ombudsman which is a RICS-approved redress provider. Property Ombudsman services are free to consumers and can consider complaints with the exception of residential agency matters.

For consumer complaints contact:
The Property Ombudsman Ltd
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
The Property Ombudsman will provide an independent review of the complaint and aim to reach a fair resolution.

Staff Awareness and Implementation

All staff, including administrative personnel, are made aware of our CHP and understand the process. If a complaint is received, they will direct it to the appropriate person within the company for resolution.
This Complaints Handling Procedure ensures that Trad Mod Surveyors Ltd meets its regulatory obligations while providing a fair and transparent process for clients. If you require further information, please contact us using the details provided above.

    
 
 
       Posted on Google  
   
   Adrian Portianow 
 
 
 
 Trustindex verifies that the original source of the review is Google. My experience with TradMod was brilliant from start to finish. The quote came through quickly, and there was no pushiness afterwards. Whenever I had questions, Jess or Tom answered them clearly, and they sorted out the terms before carrying out the survey. Once it was done, I had a really thorough report back within the time they’d promised. Tom even arranged a time to talk me through it and answer anything I wasn’t sure about. Honestly, if you’re after a good surveyor, I’d happily recommend them.
  
 
      Posted on Google  
   
   Nicola Walters 
 
 
 
 Trustindex verifies that the original source of the review is Google. I would highly recommend Tom. He carried out a thorough and informative Level 2 survey for us, which included thermal imaging and additional drone footage to provide a clear view of the roof. The report was detailed and easy to understand, with multiple photographs to clearly illustrate his findings. Following the report, we had a phone consultation to go through everything in detail, which was extremely helpful. Tom has also been very responsive to further queries as they’ve arisen while we consider next steps for the property. This level of ongoing support has been above and beyond our expectations, and it’s been invaluable to have his professional insight throughout the process. Thank you, Tom!
  
 
      Posted on Google  
   
   Laura Clarke 
 
 
 
 Trustindex verifies that the original source of the review is Google. As first-time buyers, we wanted a company we could trust, and Tradmod Surveyors were excellent from start to finish. Paul and Tom carried out a full structural survey on the house we’re buying and provided a very detailed report within just 5 days. They also arranged a telephone consultation to go through the key areas, explain any concerns, and answer our questions in a way that was easy to understand. It really helped put our minds at ease. Great service, good price, and very professional throughout. We’d highly recommend them, especially for other first-time buyers.
  
 
      Posted on Google  
   
   Markus Hey 
 
 
 
 Trustindex verifies that the original source of the review is Google. We recently used Tradmod Surveyors for a full structural survey on a house we are in the process of buying, and we were really impressed with the service. Paul and Tom were both professional, friendly, and easy to deal with from start to finish. The report was returned within just 5 days and was very detailed, giving us a clear understanding of the property and any potential issues. They also arranged a telephone consultation to talk through the key areas, which was incredibly helpful and gave us the chance to ask questions and feel more confident moving forward. Highly recommend Tradmod Surveyors if you’re looking for a thorough, efficient, and reassuring service.
  
 
      Posted on Google  
   
   Libby Barlow 
 
 
 
 Trustindex verifies that the original source of the review is Google. I am a first-time buyer and Trad Mod Surveyors stood out from the other quotations I received for a Level 2 Home Buyers Survey. Paul initially gave me a call to discuss the quotation and answer questions I had to help me choose the right survey, no question was a silly one. The survey report was very thorough and has helped me with negotiations. I discussed the report on the phone with Tom and he was very personable and realistic and advisable. Thanks again :)
  
 
      Posted on Google  
   
   Tommy Leahy 
 
 
 
 Trustindex verifies that the original source of the review is Google. Tom completed a level 3 building survey, this was well laid out, comprehensive, and even gave the approximate costs of remedial needed. I would recommend Trad Mod Surveyors Ltd to anyone looking for a reliable and cost effective survey. It was also really helpful that Tom spoke to me on the phone afterwards to discuss specific findings of his survey.
  
 
      Posted on Google  
   
   Fiona Rushbrook 
 
 
 
 Trustindex verifies that the original source of the review is Google. I found TradMod Surveyors to be very helpful and responsive. They followed up my initial request for a quote with a friendly phone call and a very reasonable price. The survey was completed in a very timely manner,  and their subsequent communications were helpful, honest and informative. The survey was very thorough and helped me to make a decision over my house purchase. Tom Hutchinson in particular was very approachable, professional and courteous. I would definitely recommend them.
  
 
      Posted on Google  
   
   Eloise Waite 
 
 
 
 Trustindex verifies that the original source of the review is Google. Recently had a survey done by Tom, he provided a through report and was very easy to contact throughout the process. Really happy with the service he provided and would recommend.
  
 
      Posted on Google  
   
   S Lin 
 
 
 
 Trustindex verifies that the original source of the review is Google. We are very happy with the service we received. Tom provided a very detailed and clear report, highlighting both the main issues and practical recommendations in a way that was easy to understand. With the photos taken using a camera, drone and thermal imaging camera, we felt we were provided with a thorough and reliable report. Tom was also very patient in answering all of our follow-up questions and took the time to explain everything clearly, which gave us real confidence in our decision-making. His professionalism, knowledge and approachability made the whole process far less stressful. We would highly recommend his services to anyone looking for a reliable and thorough surveyor!
  
 
      Posted on Google  
   
   Sue Curry 
 
 
 
 Trustindex verifies that the original source of the review is Google. Tom was the first surveyor to respond to my request and came across as very pleasant and amiable. The survey report he produced was very thorough, but easy to understand. He was very willing to talk me through his findings after I had read the report. I would happily recommend Trad Mod Surveyors Ltd to anyone.
  
 
  
  
 
 
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