Surveyor Ombudsman Scheme

Terms of Reference
(PDF file)

Press Releases

Protecting property customers in Scotland

Annual Report summary

Fair deal for Scottish home owners

Surveyors told to put customers first

Case Studies

Case 48.04

Annual Report 2005-2006

The Surveyor Ombudsman Scheme

offers free independent review of consumer complaints about Scottish surveying services.

Who can complain?
It is open to individuals who have complaints relating to surveying work undertaken in Scotland since 1st October 2003.
All we ask is that you have given the surveyors concerned the opportunity to address your concerns through their complaints handling procedure before contacting us.

Who do we investigate?
Chartered surveyors - members of the Royal Institution of Chartered Surveyors - who provide surveying services to Scottish property.

What do we investigate? We investigate possible breaches of a chartered surveyor's legal obligations, unfair treatment, financial loss or maladministration. This might include avoidable delay, failure to follow proper procedures, rudeness or discourtesy, not explaining matters, refusing to deal with a complaint full or promptly, poor service, and incompetence.
*What can* we do?** We can award compensation for loss or expenses of up to £25,000 or for stress and inconvenience of up to £500. We can also ask the surveyor concerned to take or desist from taking whatever steps we specify.

What can't we investigate?

surveying services received before 1st October 2003
commercial or other business complaints
services provided to properties outside Scotland
matters that should be dealt with by other approved Ombudsman schemes

Financial Services Ombudsman - provision of financial or insurance services
www.financial-ombudsman.org.uk
Public Services Ombudsman - services provided by an employee of the public sector
www.scottishombudsman.org.uk
Ombudsman for Estate Agents - estate agency services provided by a member of the OEA scheme www.oea.co.uk

How do you make a complaint?
There are no complicated forms to fill out.
Simply contact us and we'll advise you how to take your concerns further.

modern detached house

PO Box 21537,
Stirling,
Scotland,
FK8 3YD

enquiries@surveyorombudsman.org.uk

Telephone 01786 860715

What if we can't help you?
We will try to advise you on the most appropriate course of action available to you. Alternatively you could seek the advice of the Royal Institution of Chartered Surveyors about their Professional Regulation and Consumer Protection Services.

Alternative Dispute Resolution Royal Institution of Chartered Surveyors has arbitration and mediation Alternative services to which you could refer your case. These tends to be a more cost-effective means of redress than going to law.
Breach of Professional Conduct You may consider that the surveyor's conduct has not been of the standard you might expect from a Chartered Surveyor. The Royal Institution of Chartered Surveyors takes alleged breaches of its Code of Conduct very seriously.