Wall tie info
Complaints Procedure
If you are unhappy with a wall tie survey booked through Wall Tie Survey NI, this page explains how to tell us, how we respond, who deals with problems in the survey itself, and what you can do if matters remain unsettled.
Making a complaint
Every complaint should come to us through the enquiry form, so that it reaches the right place and can be tracked properly. You do not need special wording. Simply explain, in your own words, what has gone wrong and when you noticed it. Mentioning the property address and the name used for the booking helps us locate the details quickly. Let us know whether the issue relates to the booking process, how we communicated with you, or the survey visit and report. Finally, say what you would like to happen next, such as an explanation, a correction or something else you feel would put things right. Please leave out personal details that have no connection to the problem.
How we respond
Once your complaint arrives, we read it carefully and look at the booking information we hold. If anything is unclear, we may get back to you with questions before forming a view. You will then receive our answer in writing, setting out what we found, our view of what happened and any action we propose to take. Having a written response means you keep a clear record of the outcome and can refer back to it later if needed.
Concerns about the survey itself
When you book, your enquiry details are shared with the specialist firm who carries out the wall tie survey at your property. That firm is responsible for the inspection, its findings and the report it produces, so a complaint about the quality or conclusions of the survey is a matter for them to examine and answer. We will pass your concerns about the work to that firm and explain to you how they will take it forward. Where a complaint touches on both the booking and the survey, we deal with our part and the firm deals with theirs.
If the matter is not resolved
Should our written answer, or the response from the specialist firm, not settle things, write back through the enquiry form explaining which points remain open and why, and we will look at the complaint again. If you still feel the outcome is unfair after that, you can seek advice from a consumer advice service in Northern Ireland, such as Consumerline or Citizens Advice, about your options. You also keep any legal rights you have as a consumer, and nothing in this procedure affects them.