How to complain
Please email hello@partywall-notices.co.uk with the heading “Complaint” and include:
- Your full name and (if applicable) order or session reference.
- A description of what happened and what you would like us to do.
- Any supporting screenshots or correspondence.
You may also write to us at the registered office of Konstruction (UK) Ltd (please email first so we can confirm the current postal address).
Our response timetable
- Acknowledgement — within 2 working days of receipt.
- Substantive response — within 10 working days. If the matter is complex we will write to you with a revised timetable and explain why more time is needed.
- Final response — within 8 weeks of the original complaint in all but exceptional cases.
If you remain unhappy
Party Wall Notices UK produces template documents from the information you supply. We do not provide legal, financial or surveying services, and are not a regulated profession. There is no industry ombudsman with jurisdiction over a notice-generation service of this kind.
If we have not resolved your complaint to your satisfaction after our final response, your remaining routes are:
- Data-protection complaints — the Information Commissioner's Office (ICO). We'd ask you to raise it with us first so we have a chance to put it right.
- Payment-related disputes — raise a chargeback through your card issuer. Stripe handles all card payments on our behalf.
- Contractual disputes — the small claims track of the county court of England and Wales.
Complaints about a listed surveyor
If your complaint is about the conduct of a surveyor listed in our directory, raise it with the surveyor and, where their professional body operates a complaints or disciplinary process, with that body. The Pyramus & Thisbe Society is a learned society and does not operate a formal complaints or disciplinary process. We will cooperate with any reasonable request from you or the relevant professional body, and we may suspend or remove a listing if a complaint is upheld.