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, our final response will explain the independent redress route available to you.
- Our final response will identify the ADR provider and the relevant scheme rules
- Eligible consumer redress is independent of JBS Surveying and free to the consumer
- You may also report a regulatory concern to RICS where appropriate
Independent redress
Our current terms name The Property Ombudsman as the independent redress scheme for eligible unresolved consumer complaints.
- First complete JBS Surveying's internal complaints procedure
- The scheme decides whether a complaint falls within its jurisdiction
- Current eligibility, deadlines and remedies are set by the scheme rules
- RICS-approved consumer ADR must be free to the consumer
Independent alternative dispute resolution
If your complaint remains unresolved after our internal procedure, our final response will explain how to approach the independent ADR provider named in your accepted terms. Our current general terms name The Property Ombudsman. RICS regulates the firm but does not act as the ombudsman or decide compensation disputes.
The Property Ombudsman:
Key points about independent redress:
- Internal procedure first: Give JBS Surveying the opportunity to investigate and issue its final response
- Independent assessment: The ADR provider decides whether the complaint is eligible and how it will be reviewed
- Current rules apply: Check the provider's current submission deadline, jurisdiction and available remedies
- Regulatory concerns: A separate concern about professional conduct may be reported to RICS Regulation
Note: ADR is not a substitute for individual legal advice. Using or accepting a redress decision can affect other options, so read the current scheme terms and take advice if you are unsure.
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
- •Use the independent ADR route described in our final response if eligible
- •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, follow the independent redress instructions in our final response and the provider's current deadlines
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.