Our Commitment to You
At JJP Surveying, we will always aim to deliver a professional, high‑quality service at all times. If something has not met your expectations, we want to hear from you so we can put things right.
How to Make a Complaint
If you wish to raise a complaint, please provide the following in writing:
- Your name and contact details
- The property address
- A clear description of the issue
- Any supporting documents
You can contact us at: Email: jody@jjpsurveying.co.uk
Post: JJP Surveying, 3 Melbourne Road, Worthing, West Sussex, BN12 4RY
Stage One – Initial Review
Once we receive your complaint, we will:
- Acknowledge it within 3 working days
- Provide a full written response within 15 working days
- If we need more time to investigate, we will let you know and confirm when you can expect a full response.
Stage Two – Senior Review
If you remain dissatisfied after our initial response, you may request a further review. A senior member of the practice will reassess the matter and issue a final written response within 15 working days.
This concludes our internal complaints process.
Independent Redress – The Property Ombudsman (TPO)
If you are still not satisfied after completing our internal procedure, you may refer your complaint to our independent redress provider:
The Property Ombudsman (TPO) Website: www.tpos.co.uk Email: admin@tpos.co.uk Address: Milford House, 43–55 Milford Street, Salisbury, Wiltshire, SP1 2BP
You must refer your complaint to TPO within 12 months of receiving our final written response.
TPO provides an impartial Alternative Dispute Resolution (ADR) service and can review complaints about service quality, conduct, and adherence to agreed procedures. TPO’s decision is independent and binding on JJP Surveying.
Regulatory Complaints (RICS)
If your concern relates to professional conduct or regulatory matters, you may also contact:
RICS Regulation Website: www.rics.org/complaints
RICS does not award compensation but may investigate breaches of professional standards.
Record Keeping
We keep full records of all complaints and outcomes for a minimum of six years, in line with RICS requirements.