Complaints Policy

Late updated: 16 November 2025

Risk Vigil is committed to ensuring a professional, transparent, and fair service. If you are dissatisfied with any aspect of our brokering service, you have the right to make a complaint.

This policy explains how to do that and what you can expect from us.

1. What This Policy Covers

This Complaints Policy applies to:

  • Our brokering service

  • Communication and administration

  • Conduct of Risk Vigil staff

  • Issues relating to the Provider assignment process

This policy does not cover complaints about the Provider’s assessment, as the Provider is an independent third party and responsible for their own professional work.

2. Making a Complaint

You can submit a complaint by email to:

Please include:

  • Your name and contact details

  • The property address

  • Details of the issue

  • Any relevant dates

  • Any supporting evidence

3. What Happens Next

3.1 Acknowledgement

We will acknowledge your complaint within 5 business days.

3.2 Review

We will investigate by reviewing:

  • Your communication with us

  • Any internal records

  • Any relevant correspondence

3.3 Response

You will receive a written response within 20 business days.

If the issue is complex, we will inform you and provide an extended timeline.

4. Complaints About Providers

Risk Vigil does not oversee or supervise Provider work.

If your complaint relates to:

  • The Fire Risk Assessment content

  • Professional advice given

  • Omissions or errors

  • Conduct of the Provider

We will:

  • Direct you to raise the complaint directly with the Provider,

  • Provide their contact details,

  • Confirm that they have appropriate complaints and insurance procedures.

Risk Vigil is not involved in disputes between the Client and the Provider.

5. Escalation

If you are unhappy with how Risk Vigil has handled your complaint, you may request escalation to a senior manager for a secondary review.

6. External Resolution

If mediation becomes appropriate, Risk Vigil will support the administrative arrangements.

Legal matters will be governed by the laws of England & Wales.

7. Our Commitment

We aim to:

  • Handle complaints fairly and transparently

  • Resolve issues quickly

  • Learn from feedback to improve our service