Making a complaint to a member of Ombudsman Services: Property

It is important that you contact the property professional first to let it know what has happened.

A good place to start are the contact details on its website, terms of engagement, invoice or survey report .

Hopefully the member firm will be able to sort out the problem at this time. If not, you should try to escalate the complaint within the firm using its complaints handling procedure CHP. 

You should make every effort to follow the member firm's own process for handling complaints.

Remember...

• Before you complain, make sure that you know what you are unhappy about. Is it that your survey is wrong? Is it that someone has been rude or unhelpful to you? Are you unhappy with the quality of a surveying service that you have received?
• Stay calm. You are more likely to get a good result if you don't let your emotions get to you.
• Be clear and concise. If you are ringing about your complaint, make a note about what you want to talk about before you contact the firm, so you don't forget something. Also, have an idea of what the firm could do to make things right for you. If you don't feel confident enough to speak to someone, try writing a letter or an email.
• Keep a record of what happens. Keep notes of any calls you make or any emails or letters you send. Also keep any correspondence you get back from the chartered surveying firm.
• Don't give up. There are places that you can go to for help. Look for advice from your local Citizens Advice, Trading Standards or Consumer Direct.

You might get a letter from the member firm which says that it will no longer be handling your complaint and this is its final position. We call this a 'deadlock letter' and you should let us know about it. If eight weeks have passed and the member firm hasn't sorted out the problem to your satisfaction, then you should check to see if it is a member of Ombudsman Services: Property.