Customer Services and Complaints
Flettons Group LLC is committed to providing a high standard of service across our platform. We understand that from time to time, issues may arise. Whether your concern relates to the booking process, communication, or the delivery of surveying services, we welcome feedback and treat all complaints seriously.
We distinguish between two types of concerns:
1. Complaints About Platform or Booking Services
If your concern relates to your experience with Flettons Group LLC — including communication, quote delivery, or booking logistics — please contact us directly:
Email: support@flettons.group
Subject Line: Complaint – Flettons Group
We aim to acknowledge complaints within two working days and issue a formal response within ten working days. If additional investigation is required, we will keep you informed of the expected resolution timeline.
2. Complaints About Surveying Services Through a Delivery Partner.
Surveying services arranged via our platform are carried out by independently regulated RICS professionals. If your complaint relates to a survey report, conduct, or technical delivery of the service, please refer to the Terms of Engagement provided at the time of instruction. These contain the correct procedure for raising a complaint with the RICS-regulated service provider.
All regulated partners are required to operate a formal Complaints Handling Procedure (CHP) in accordance with RICS Rule 7 and must provide access to an approved Alternative Dispute Resolution (ADR) mechanism.
We encourage all clients to raise concerns — formal or informal — as they help us and our partners improve service quality and professional standards. Every complaint will be treated with fairness, professionalism, and discretion.