What we do
If you have a problem sorting out a complaint with a Chartered Surveying Firm, a Surveyor or an Estate Agent which has joined our service we may be able to help.
The service is free and independent.
Our job is to investigate complaints fairly. We listen to
both sides of the story and look at the facts.
The Ombudsman is the person who decides what action should be taken when you and one of our members can't agree.
We deal with complaints made against Chartered Surveying Firms that have joined the Royal Institution of Chartered Surveyors (RICS) and have become "member firms" of the Surveyors Ombudsman Service (SOS). These will actually say that they are "Regulated by RICS".
We also deal with complaints made against Surveyors or Estate Agents which have not joined RICS but have chosen to become a member of the SOS.
We handle complaints made by actual or potential buyers and sellers of residential property. Complaints might include an apparent breach of legal obligations, unfair treatment, avoidable delays, failure to follow proper procedures, rudeness or discourtesy, not explaining matters, poor service or incompetence.
If your complaint is within our terms of reference (our responsibilities) the Ombudsman will consider whether the Chartered Surveying Firm, Surveyor or Estate Agent must take any action to put things right for you.
If the Ombudsman decides to make an award, and you accept it, then the member firm has agreed that it will keep to the decision, and take the action that the Ombudsman has asked for in the final decision.
The Ombudsman may ask the member firm to provide any, or all of the following:
- a service or some practical action that will benefit you;
- an apology or explanation;
- a financial award.
When deciding upon an award it is not the Ombudsman's role to punish a Chartered Surveying Firm. If a financial award is required, this will be the amount that the Ombudsman considers to be the right amount to settle a particular dispute. The Ombudsman can award as much as £25,000 (including VAT) for loss and expenses and for stress and inconvenience.
So that the same problem is less likely to happen again, the Ombudsman may also recommend the Chartered Surveying Firm to makes changes to its policies or procedures.
There are some issues which the Ombudsman cannot deal with; these are set out in our terms of reference.
Our Service Standards document describes what to expect from the Surveyors Ombudsman Service. This also describes what to do if you are unhappy with the service you have reiceved from us. This is available on our corporate site www.ombudsman-services.org
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