Complaints Policy

Version 1, August 2026. Every complaint is read and answered by a human, never by a template.

We always strive to provide the best possible service, and it is important to us that you tell us if we have fallen short, so that we can put things right fairly and quickly. This page explains how to make a complaint and exactly what happens when you do.

Making a complaint

Email us at hello@obrempong.com with the word Complaint in the subject line. So that we can deal with your complaint as quickly as possible, please include your full name, an email address and telephone number we can reach you on, your booking reference or the date of your inspection, a description of your complaint that is as clear and detailed as possible, and any documents or messages related to it.

What happens next

Stage 1, Acknowledgement. We will acknowledge your complaint by email within 2 working days of receiving it.

Stage 2, Investigation. We will investigate the circumstances of your complaint. If your complaint concerns a finding in your report, we will re examine the original evidence in full. Investigations generally take up to 14 days. If a complaint is complex and will take longer, we will tell you and explain why.

Stage 3, Response. Once the investigation is complete, we will email you our response. If your complaint is upheld, we will propose a resolution, which may include correcting your report with proper version control so that nothing is quietly changed, carrying out the inspection again, or a partial or full refund. If your complaint is not upheld, we will explain honestly why, with reference to the evidence.

If you are not satisfied with our response

Most complaints are resolved at the response stage. If you are not satisfied, you can escalate your complaint by replying to our response with the words For the Director in the subject line. Your complaint will then be reviewed personally by a director of the company, who will reply within 14 days.

Useful information

If you are a consumer, you may find the Citizens Advice website helpful for further information on your legal rights. Nothing in this policy affects your statutory rights.