Surveyors Ombudsman Service (SOS)
What is the SOS?
The Surveyors Ombudsman Service is run by TOSL, a private, not-for-profit company, limited by guarantee.
The Service was set up for the Royal Institution of Chartered Surveyors (RICS) to handle complaints about its members.
They have been approved by the Office of Fair Trading (OFT) to run an estate agents' redress scheme and can handle complaints about chartered surveyors, surveyors and estate agents which have chosen to become a member of the service.
What does that mean for me?
SOS provides an outlet for unhappy clients to complain.
Complaints might include an apparent breach of legal obligations, unfair treatment, avoidable delays, failure to follow proper procedures, rudeness or discourtesy, not explaining matters, poor service or incompetence.
Members promise to abide by the rulings of the scheme.
How am I protected?
If your complaint is within their terms of reference, the Ombudsman will consider whether the chartered surveying firm, surveyor or estate agent must take any action to put things right for you.
If the Ombudsman decides to make an award, and you accept it, then the member firm has agreed that it will keep to the decision, and take the action that the Ombudsman has asked for in the final decision.
The Ombudsman may ask the member firm to provide any, or all of the following:
• A service or some practical action that will benefit you
• An apology or explanation
• A financial award
When deciding upon an award it is not the Ombudsman's role to punish a chartered surveying firm. If a financial award is required, this will be the amount that the Ombudsman considers to be the right amount to settle a particular dispute.
The Ombudsman can award as much as £25,000 (including VAT) for loss and expenses and for stress and inconvenience.
Review our guide to Property Regulators
