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Surveyors operating as sole practitioners do not have the advantages of those working in larger organisations. They do not have office colleagues with whom they can discuss unusual valuation decisions; or legal departments to shield them from unreasonable claims that are becoming increasingly common. We are also getting reports about insurance companies refusing to cover sole traders because 'no one checks your work'. BlueBox partners offers its 'Critical Friend' support service for sole practitioners and small practices. This will grow into a comprehensive service matching the logistical support enjoyed by larger surveying organisations.
Customer service is at the heart of our profession and is a differentiator that can bring in repeat business. Handling queries and complaints in a positive way can help that process. As a Regulated Body, the RICS lays down procedures for complaint handling. If this is not followed, disciplinary action may be taken or an award against the member could be made by the independent redress scheme.
Sole practitioners or small practices do not always have access to an experienced complaint handler and if problems are dealt with inappropriately, they can easily land you in court. BlueBox partners can offer that support though its trained and experienced Chartered Surveyors who have handled hundreds of similar situations. For a standard fee we will review the circumstances, provide a report on our findings and provide an initial response letter if required.
Complaint handling is difficult to price, but we will offer standard rates as follows:
- Initial evaluation and assistance with one letter £100 + VAT (approximately 2 hours work)
- Accompanied Site Visit £250 + VAT plus travel expenses
For further information or to register your interest in this service please email info@blueboxpartners.com.
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