Complaints Procedure
We are committed to providing excellent service and resolving any concerns you may have.
JBS Surveying LTD is a RICS Regulated Firm. We are committed to providing a professional service and treating all clients fairly. If you are unhappy with any aspect of our service, we have a formal complaints procedure to ensure your concerns are addressed promptly and thoroughly.
Our complaints process
A clear, structured approach to resolving your concerns.
Contact Us Directly
If you have a concern about our service, please contact Joe Weaver directly in the first instance. Many concerns can be resolved quickly through a conversation.
- Phone: 020 7088 8125
- Email: enquiries@jbs-surveying.co.uk
- Write to: JBS Surveying LTD, London
Formal Complaint
If your concern is not resolved informally, please submit a formal written complaint. This allows us to investigate thoroughly and respond in writing.
- Set out the nature of your complaint clearly
- Explain what resolution you are seeking
- Include relevant dates and references (e.g. report date, survey address)
- Submit by email or in writing to the address above
Investigation & Response
We will investigate your complaint and provide a written response within 7 working days of receiving your formal complaint.
- We will review the survey work and your complaint thoroughly
- We will contact you if we need clarification on any points
- We will provide a clear written response setting out our findings
- If we are at fault, we will explain the steps we will take to remedy the situation
Resolution or Escalation
If your complaint is resolved to your satisfaction, the matter is closed. If not, you have the right to escalate to RICS.
- If you remain unhappy with our response, you can escalate to RICS
- We will provide you with contact details for RICS within our response letter
- RICS operates the Surveyors Ombudsman scheme for dispute resolution
RICS Dispute Resolution
If the complaint cannot be resolved between us, RICS provides independent dispute resolution through the Surveyors Ombudsman scheme.
- RICS Dispute Resolution is free to use for complaints under £5,000
- For larger complaints, fees apply
- The Ombudsman will review evidence from both parties and make a determination
- This process is binding on us as a RICS Regulated Firm
The Surveyors Ombudsman
If you are not satisfied with our response to your complaint, or if we do not respond within 28 days, you can refer your complaint to RICS. RICS operates the Surveyors Ombudsman scheme, which provides independent dispute resolution for complaints about RICS regulated firms and members.
Contact RICS Dispute Resolution:
Website: www.rics.org/disputeresolution
Phone: 020 7334 3806
Email: disputes@rics.org
Address: RICS Dispute Resolution, Parliament Street, London, SW1P 3EQ
Key Points About RICS Dispute Resolution:
- Independence: The Ombudsman is independent of RICS and impartial in assessing complaints
- Cost-free (for complaints under £5,000): There is no charge for using the scheme for eligible complaints
- Fair process: Both you and the surveyor can present evidence and your case
- Binding decision: If you accept the Ombudsman's decision, it is binding on us, though we can appeal on points of law
- Time-limit: You must refer your complaint to the Ombudsman within 6 years of the event, or 3 years from discovering the problem (or when you reasonably should have discovered it)
Note: The Ombudsman cannot award damages beyond the fee paid for the survey (or up to £100,000 for professional negligence claims). If you believe you have suffered significant loss, you may also consider legal action through the courts.
Your rights when complaining
You have the right to
- •Make a complaint about our service or professional conduct
- •Expect a fair, impartial, and thorough investigation
- •Receive a written response within a reasonable timeframe
- •Escalate to RICS if you remain unsatisfied
- •Seek legal advice or representation at any stage
- •Expect all information to remain confidential
We expect
- •Complaints to be made in good faith and without malice
- •Factual and specific details to be provided
- •Reasonable cooperation with our investigation
- •Complaints to be made within a reasonable time of the issue arising
- •Respect for our staff during the complaints process
- •Complaints not to be used as leverage in price negotiations
Make a complaint
Contact us directly with your concerns.
Contact Details
Name: Joe Weaver
Firm: JBS Surveying LTD
Regulation: RICS Regulated Firm
Phone: 020 7088 8125
Email: enquiries@jbs-surveying.co.uk
How to complain:
- Contact Joe directly by phone or email (see above)
- If not resolved informally, submit a formal written complaint
- We will acknowledge receipt within 2 working days
- We will investigate and respond within 7 working days
- If unresolved, you may escalate to RICS within 28 days of our response
Note: This complaints procedure is provided in accordance with RICS professional standards and applies to all survey and valuation services provided by JBS Surveying LTD. We take complaints seriously and are committed to investigating them thoroughly and treating you fairly throughout the process. If you have any questions about this procedure, please ask when you contact us.