The Property Ombudsman

JSS (Dorchester) Ltd

Procedure for Complaints Handling

We are committed to providing a professional service to all our clients and customers. If you have a complaint, the following sets out the procedure we will adopt in dealing with the matter. 

We value the opinions of our customers and are committed to managing your complaint in line with The Property Ombudsman’s Code of Practice. This will help us to improve our service going forward and resolve issues as soon as possible.

1.    In the first instance, you should contact:- 
Sammy Mowatt, Jackson-Stops, 47 South Street, Bridport, Dorset DT6 3NY
Telephone: 01308 423133

2.    Where your complaint is made orally you will be requested to confirm the issues in writing. Please include as much detail as possible, including dates, names of any members of staff you dealt with, and where you are able to, enclosing or attaching any supporting evidence.

3.    Once we have received your written summary, we will respond in writing within three working days confirming our understanding of the circumstances leading to your complaint and inviting further comments.

4.    Within fifteen working days of receiving your written summary the person dealing with your case will inform you in writing of the outcome of the investigation into your complaint, addressing your specific complaints and proposing resolutions if any, have or will be taken, where appropriate.

5.    If you are dissatisfied with any aspect of our handling of your complaint you should contact the Chairman for the time being of the JSS Consortium whose name and address will be provided on request.  He will personally conduct a separate review of your complaint and contact you within fifteen working days of receiving your request for a further review to inform you of the conclusion of this review.

6.    Following the conclusion of our investigation, a written statement of our final view, and including any offer made, will be sent to the Complainant.  This letter will also tell the Complainant how the matter can be referred to the Ombudsman, pointing out that any such referral by the Complainant must be made within twelve months of our final view.

If our final viewpoint letter does not resolve matters (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.  Details of their complaints procedure and form can be found on their website along with their Code of Practice and Terms of Reference. Alternatively you can write to them at the following address: 

The Property Ombudsman Scheme 
Milford House 
43-55 Milford Street 
Telephone: 01722 333306 

7.    In the event a complaint may give rise to a claim under our Professional Indemnity Insurance Policy we will be under an obligation to notify our Insurers at an early stage in which case the above stated procedures can only be implemented with their authority.

8.    Certain complaints may give rise to an action at law in which case the above stated procedures can only be implemented entirely without prejudice to the legal rights of the respective parties.