How do I make a complaint to Ombudsman Services: Property?
Call us if you think you have a complaint that we can consider.
When you call us you will initially speak to an enquiry officer who will usually be able to tell you, there and then if we can help. If your complaint is something we can consider, the enquiry officer will make sure that we fully understand your problem and fill in a complaint form for you.
The complaint form will be posted or emailed out for you to check, sign and return to us. When you are checking the form, make sure that we have accurately summarised your complaint. If we've got anything wrong, then call us and we can ammend it for you.
When you return the form to us, make sure it is signed and return it with copies of all the information you have about your complaint.
By signing the complaint form, you give permission for the member firm to release to us any informtion it holds about you and the service it has provided to you, which may be relevant to your complaint.
When we receive your signed complaint form and we have checked that everything is still okay, we will begin to investigate your complaint. This process can take up to six weeks from the date we receive your form.
Check list for contacting Ombudsman Services: Property
- Have you complained to the member firm and made every effort to complete its complaints handling procedure?
- Have you received a 'deadlock' letter?
- Or, have eight weeks passed since you first made the complaint to the member firm?
- Have you been unable to complain due to sustained difficulties even if eight weeks hasn't passed?
- Is the firm you are complaining about one of our members?
- Does your complaint relate to an issue which is within the terms of reference of the Ombudsman Services: Property?
If you can answer yes to these questions then it is likely that we can consider your complaint. If you're unsure whether we can help, and you want to speak or write to us, our contact details are available on the 'contact us' page.
It will not cost you anything to use Ombudsman Services: Property. We are entirely independent.
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