JBS Surveying

Service standards

Complaints procedure

If you are unhappy with our service, tell us. We will acknowledge your complaint within 3 working days, give you a full written response within 15 working days, and finish our process within 8 weeks.

Who to contact

Complaints are handled by Joe Weaver, director of JBS Surveying Ltd. You can complain by email, by phone or in writing.

Email
Joe@JBS-Surveying.co.uk
Phone
07904 169576
Post
Joe Weaver, JBS Surveying Ltd, 86-90 Paul Street, London EC2A 4NE

Please tell us your name, the property address, the date of the inspection or report, what went wrong and what you would like us to do. If you need us to communicate in a particular way, for example in large print or by phone, tell us and we will.

What happens and when

  1. Tell us

    Any time

    Contact Joe by email, phone or post. Many concerns can be put right quickly in a conversation; if not, we treat what you have told us as a formal complaint.

  2. We acknowledge it

    Within 3 working days

    We confirm in writing that we have your complaint, who is dealing with it and when you will have our response.

  3. Full written response

    Within 15 working days

    We look at the file, the report and what you have told us, and write to you with what we found, whether we got something wrong and what we will do about it.

  4. Review if you are still unhappy

    Within 8 weeks in total

    If you are not satisfied, tell us why. We review the complaint and send our final response, which explains how to refer it to The Property Ombudsman. Our whole process finishes within 8 weeks of your complaint.

  5. The Property Ombudsman

    After our final response

    If you are still not satisfied, or 8 weeks have passed without a final response, you can refer your complaint to The Property Ombudsman, free of charge.

Independent redress: The Property Ombudsman

If you are not satisfied with our final response, or we have not given one within 8 weeks of your complaint, you can refer it to The Property Ombudsman (TPO), free of charge. JBS Surveying has access to TPO through its director Joe Weaver’s membership of the Residential Property Surveyors Association (RPSA membership no. WEA2820).

The Ombudsman decides whether a complaint is within its rules and sets its own time limits, so check its website before you refer.

Website
www.tpos.co.uk
Phone
01722 333306

JBS Surveying Ltd is regulated by RICS. RICS does not decide individual complaints or compensation, but you can raise a concern about professional conduct with RICS Regulation.

Our promise

  • Complaining will not affect how we treat you or any work we are still doing for you.
  • We keep a record of every complaint and what we did, and use it to improve our service.
  • If we need more time for a full response, we will write to explain why and when you will hear from us, still within 8 weeks.