Independent Qualified Damp & Timber Surveyors for the South of England

Covering Bedfordshire, Berkshire, Buckinghamshire,
Essex, Hampshire, Hertfordshire and Oxfordshire


Academy Remedial Surveyors Limited
Complaints Handling Policy

Our complaints policy

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.
Either call us on 0800 0778867, or write to us at 154 Grattons Drive, Crawley, West Sussex RH10 3JP 
or email us at

We aim to respond within 7 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

What will happen next?

  1. We will send you a letter acknowledging receipt of your complaint within seven days of receiving it, enclosing a copy of this procedure.

  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care partner, Jenny Baker, who will review your matter file and speak to the member of staff who acted for you.

  3.  Ray Baker will then invite you to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.

  4. Within three days of the discussion, Ray Baker will write to you to confirm what took place and any solutions s/he has agreed with you.

  5. If you do not want a discussion or it is not possible, Ray Baker will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter. 

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for The PCA unconnected with the matter at the firm, for a review or appropriate alternative such as review by another mediator to review the decision.

  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

  8. If you are still not satisfied, where we are unable to resolve your complaint

    Using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to    them. If you wish to do so please contact Which? Trusted traders in the first instance on 0117 981 2929.

Call FREE 0800 0778867


Monday - Friday 9am - 5pm

Saturday 10am - 2pm

Closed on public holidays.

We have advised Which? Consumer Magazine & Channel 4 TV House of Horrors

Consult a qualified professional - you could save hundreds or even thousands of pounds.

What Customers Say

"Saved us a lot of money"

We had been told that our house had rising damp and the quote to fix this was £20000. Before agreeing to this work we felt we should obtain an independent survey from a company not trying to sell you their product. A search on Internet led us to ARS and we are so pleased that we asked this company to do our survey.

Ray Baker carried out the survey on our property and his report promptly followed. The report offered a clear assessment and recommendations for management of condensation, NOT rising damp, and saved us a lot of money in the process.

"Highly recommended"

I can highly recommend Academy Remedial Surveyors. Ray Baker surveyed a house that I am buying and he provided a detailed report which explained everything I needed to know about the damp and timber issues with the property. Also, many companies could learn a lot about customer service from Jenny Baker who was always very professional, prompt and friendly when I contacted her. more customer comments


154 Grattons Drive, Pound Hill, Crawley,
West Sussex, RH10 3JP


128 Downer Road, Benfleet, Essex SS7 1HX


Ground Floor, Building 1000, Lakeside North Harbour, Western Road, Portsmouth PO6 3EZ

Callers by appointment only

Quality Guarantee

Academy Remedial Surveyors are all independent, qualified, registered with the Property Care Association and fully insured.

Property Care Association (PCA) logoThe Property Care Association (PCA) is the industry regulatory body of which members have an absolute requirement to demonstrate their expertise, competence and financial standing. It was formally a division of the British Wood Preserving and Damp proofing Association (BWPDA)

Which? Trusted Trader

Which Truste TraderWe are an approved by Which? who have been testing products and services for nearly 60 years. See our listing on the Which? website.

Principle Surveyors

Ray Baker C.S.R.T., C.S.S.W., MIWSc

Oliver Walker BA (Hons) C.S.R.T. C.S.S.W.