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Though RICS member firms work hard to uphold the high professional standards set by the organisation, things can go wrong.

As a third party dispute resolution scheme, the SOS is skilled at bringing disagreements to a quick and fair end, taking an in-depth look at both parties’ arguments before reaching a decision.

The SOS is there to help, whatever the complaint about your surveying firm,
whether it is:

• Unfair treatment
• Avoidable delays
• Failure to follow proper procedures
• Rudeness or discourtesy
• Failure to explain matters
• Poor service
• Incompetence

Provided your chosen firm is RICS regulated and part of the SOS scheme, the ombudsman can intervene when the firm’s own complaints handling procedure proves inadequate.

So, when appointing a surveying firm, look for regulated by RICS and the SOS logo for added protection.

SOS Logo
a satisfactory resolution

Once a decision has been reached, the SOS has a range of resolution measures at its disposal, from requiring the firm to issue an apology to its client to making a financial award of up to £25,000.
 resolving your complaint

If the SOS is thought to be the wrong form of redress, for example when compensation is likely to exceed £25,000, you will be guided towards the other forms of action available to you, enabling you to achieve a means of closure to your complaint.		 Andrew George, Berkshire.

I put an offer on a detached house built in 1980. Its roof was covered in moss and one side was hidden by ivy.

I got a Homebuyers Survey and Valuation Report from a RICS regulated firm, which recommended that the moss be removed from the roof and the ivy taken down from the walls.
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