Complaints Procedure

Our Commitment

Building Pathology Diagnostics is committed to providing a high standard of professional service. If you are dissatisfied with any aspect of our service, we want to hear about it so we can put matters right.

How to Complain

Complaints should be submitted in writing to:

Please include: your name and contact details, the case reference (if applicable), a clear description of your complaint, and the outcome you are seeking.

Stage 1: Acknowledgement

We will acknowledge your complaint within 3 working days of receipt. We will confirm who is handling your complaint and the expected timeframe for resolution.

Stage 2: Investigation

Your complaint will be investigated thoroughly. We may contact you for further information. We aim to provide a full written response within 15 working days. If the matter is complex and requires more time, we will inform you of the revised timeframe.

Stage 3: Resolution

Our written response will set out: a summary of the complaint, findings of the investigation, the proposed resolution, and any steps taken to prevent recurrence.

External Referral

If you remain dissatisfied after exhausting our internal complaints procedure, you may refer the matter to the relevant professional body (RICS or CIOB) depending on the nature of the complaint. Details of external dispute resolution options will be provided in our final response.