The Logic Behind Arriving At Decisions In An Illogical Manner (1). (542)

To the Business, Energy and Industrial Strategy Secretary:
For Clarity - Attempt 542.

542) The Logic Behind Arriving At Decisions In An Illogical Manner. (1)

Dear Mr Clark,

The robust methodology employed by DJS Research in their Customer Satisfaction Reports for their client, Ombudsman Services, led to the startling revelation that the OS:Property ombudsman, "arrived at decisions in an illogical manner."
(DJS Research: Customer Satisfaction Report 2010)

On page 7 of the 2010 Annual Property Report: "Final Results" DJS state;
"Many (around 6 in 10) felt the report was completely or on balance against them, as in line with previous years. This did not change even after further representations were made. This is unlike other ombudsman services like Otelo or the Energy ombudsman where typically most feel the report finds in their favour."

Why is there this remarkable discrepancy between the Property ombudsman's decisions and those of the Otelo ombudsman's and the Energy ombudsman's?

Why are the latters' decisions logical and the former's illogical and why are the latter two able to find in favour of complainants but the former not?

The Ombudsmans61percent Campaign believe its due to;
(a) Money and
(b) the regulator - the RICS' - Memorandum of Understanding and what RICS say the effective resolution of disputes must be - ie cheap for their Members.

DJS Research go on to say;
"The financial implications are often much larger (than for Otelo or Energy) as they relate to expensive purchasing decisions. This should be looked at and either expectations couls be managed more tightly from the beginning of the claim or the scale of financial goodwill be increased to be more in line with the financial losses incurred by the complainant as a result of the problem."
(page 7 Annual Property Report 2010)

In effect, the financial implications of sub-standard surveys and the expensive purchasing decisions clients make based on them, are being passed - thanks to the ombudsman's amazing ability to arrive at decisions in an illogical manner - from the surveyor to the surveyor's client - the complainant.

That, for us, is the logic behind the illogicality of the Property ombudsman's decisions, otherwise logic dictates that they would be in line with those of her colleagues, but they aren't.

Q. Mr Clark, isn't this form of rigged redress corrupt and when are you going to step up and implement the Prime Minister's Plan to challenge the vested interests of the RICS and its creature - Ombudsman Services:Property?

Yours sincerely,
Steve Gilbert - The Ombudsmans61percent Campaign.