CHECKSURE — COMPLAINTS PROCEDURE

Complaints Procedure

Version 1.4 | Last updated: 11 September 2026

CheckSure aims to provide independent inspection and reporting services clearly, fairly and professionally. If something has gone wrong, we want the opportunity to understand the concern and respond appropriately.

Making a complaint is free of charge. Nothing in this procedure affects your statutory rights.

1. Who this procedure applies to

This procedure applies to complaints about services supplied by CheckSure Ltd trading as CheckSure. This may include concerns about:

  • Inspection bookings and administration
  • The conduct of an inspection
  • The agreed inspection scope
  • Inspection reports
  • Customer communication
  • Payment administration
  • The handling of personal information
  • The handling of an earlier complaint

This procedure does not determine whether a developer, warranty provider or another third party must accept or remedy an observation included in a CheckSure inspection report.

2. How to make a complaint

For a complaint about an inspection service, email complaints@checksure.co.uk or write to CheckSure Ltd at 62 The Street, Rustington, West Sussex BN16 3NR.

For a complaint about how CheckSure has used personal information, email privacy@checksure.co.uk. The Privacy Notice explains the separate data-protection complaint route and your right to complain to the Information Commissioner’s Office.

If you need assistance or a reasonable adjustment to make a complaint, please contact CheckSure using 07533 917477. You may also ask another person to complain on your behalf, although we may need your permission before discussing personal or inspection information with them.

Please provide where available

  • Your name and preferred contact details
  • The property address
  • Your inspection or report reference
  • The inspection date and service booked
  • A clear description of what went wrong
  • The outcome you are seeking
  • Relevant correspondence, documents or photographs

Please do not send original documents unless CheckSure specifically requests them. Do not send payment-card details or unnecessary sensitive personal information.

3. Acknowledgement and response times

An automated acknowledgement may be sent immediately. This confirms receipt only and does not constitute a substantive response.

  • CheckSure will acknowledge receipt of the complaint within two working days.
  • CheckSure will normally provide a substantive written response within 15 working days.
  • If exceptional circumstances prevent a full response within 15 working days, CheckSure will send a progress update before the deadline, explain the reason and provide a revised response date.

A working day means Monday to Friday, excluding public and bank holidays in England and Wales. A complaint received outside normal business hours is treated as received on the next working day.

For a complaint about personal information, CheckSure will acknowledge it within two working days and in any event no later than 30 days, take appropriate steps to investigate it and communicate the outcome without undue delay. Requests to exercise data-protection rights may have separate statutory timescales explained in the Privacy Notice.

4. How the complaint is considered

CheckSure will review the information relevant to the complaint. Depending on the issues raised, this may include the Booking Proposal, Booking Confirmation, applicable Terms of Business and CIS-02, inspection report and photographs, correspondence, payment records, information supplied with the complaint and relevant technical guidance.

CheckSure may ask reasonable questions or request further information. Where appropriate, it may also seek technical, insurance or legal input.

The complaint will be approached objectively. Where reasonably practicable, the person conducting a final internal review will not be the sole person whose conduct is being challenged.

5. Possible outcomes

The appropriate outcome will depend on the evidence, agreed scope, circumstances and applicable consumer rights. Possible outcomes may include:

  • An explanation or clarification
  • Correction of an administrative error
  • Clarification or correction of a report
  • An apology
  • Repeat performance where appropriate
  • A proportionate refund
  • Another reasonable remedy

A correction or clarification does not necessarily mean that the original inspection was carried out negligently or that a developer is required to accept the relevant observation.

6. The substantive response

The written response will normally summarise the complaint, identify the evidence considered, explain CheckSure’s findings, set out any proposed resolution, identify any action and expected timescale, and explain how to request a final internal review.

7. Final internal review

If you remain dissatisfied, you may request a final internal review by a Company Director. The request must normally be made within 10 working days of the substantive response. Please explain which parts of the response you disagree with and provide any further relevant information.

CheckSure will consider a later request where there is a reasonable explanation for the delay or where fairness otherwise requires it.

CheckSure will normally complete the internal review and issue its final response within 15 working days. If more time is reasonably required, CheckSure will provide a progress update, explain the reason and give a revised response date.

8. Alternative dispute resolution and other options

At the date shown at the beginning of this procedure, CheckSure is not required by law, contract or professional-body membership to participate in a specific alternative dispute resolution scheme. When we communicate the final outcome of a consumer complaint, we will identify any alternative dispute resolution or other complaint-resolution arrangement that is available to the customer and in which CheckSure is then required to participate by law or contract. If no such arrangement applies, we will say so. We may also state whether CheckSure is willing to use an appropriate accredited ADR provider voluntarily. This does not affect the customer’s statutory rights or right to bring court proceedings.

Customers may obtain independent consumer advice from Citizens Advice.

9. Privacy and complaint records

Complaint information may be used to investigate and respond, communicate with the customer or their authorised representative, improve services and procedures, meet legal, regulatory, insurance or professional obligations, and establish, exercise or defend legal claims.

Complaint and associated claim records will normally be retained for seven years after final closure. Records may be kept for longer where reasonably required by a legal hold, insurance requirement or continuing dispute.

Further information is available in the CheckSure Privacy Notice at https://checksure.co.uk/privacy-notice/.

10. Conduct during a complaint

CheckSure will communicate courteously and expects communications to remain safe and respectful. It may introduce proportionate communication arrangements where conduct is abusive, threatening, discriminatory or persistently prevents a fair investigation. This may include asking for communication to take place in writing or through a nominated contact.

A complaint will not be rejected merely because it is persistent, strongly expressed or critical.

11. Review of this procedure

CheckSure may update this procedure to reflect changes to its services, professional memberships, legal requirements, insurer conditions or complaint-handling arrangements. The published review date must be updated whenever a material change is released.