We hope you never need to call upon the SOS, but if you’re unhappy with the service you’ve received - for whatever reason - here is your guide to getting the matter resolved. • All complaints must be made within 12 months of knowing about the problem and directed to the firm in the first instance. • Always ask the firm for a copy of their complaints handling procedure. Under RICS rules, firms must have one in place which provides access to an RICS-approved third party redress mechanism, such as the SOS. • If after giving a reasonable time to respond you’re still not satisfied with the progress the firm is making, or no agreement can be reached – and provided the firm has signed up to use the SOS – you can contact the ombudsman to look at the facts and make a fair judgement. improve service to clients In each case, the ombudsman can, if there is evidence of failure, make a range of recommendations to the firm on how to improve service to their clients, all of which must be carried out by the firm. RICS will bring disciplinary action against firms failing to comply with a decision made by the ombudsman. third party intervention Even when the SOS fails to find in their favour, most consumers recognise the importance of independent third party intervention - and welcome the impartial decision handed down. Peter Gavin, Edinburgh. I’d been looking for a home in Scotland for a while and was still living in London when I made a bid for the house in Edinburgh, as I thought this one suited my needs. The mortgage valuation found damp in some areas of the house and recommended I obtain a timber survey before going ahead with the purchase. Read more home what the sos can do making a complaint case studies find a surveyor contact rics