How will you handle my complaint?

Ombudsman Services: Property is an independent service. It is our job to sort out complaints about property professionals fairly and quickly.

We will decide as soon as possible whether your complaint is within our terms of reference and whether we can deal with it. Then we'll let you know.

How long it takes us to come up with a solution depends on how complicated the complaint is, and how quickly we can get to the facts.

We receive complaints, consider them and, where appropriate, investigate. We will resolve complaints as quickly and easily as possible. It is for the ombudsman to decide how a complaint should be handled.

Sometimes when we ask the member firm you are complaining about for information about what has happened so far, the firm tells us that it could do more to settle your complaint. We may agree to give it the oppourtunity to do so. We then check if you are happy with the resolution offered.

Where we need to, we will ask the member firm to provide all of the information it has about your complaint.  We will examine the information provided to us and send you a report with our review of the case and our proposed resolution..

What if I disagree with the information in the report? Click here to find out about the representations process

Have a look at the  FAQs section for more details about how we use the information that is provided to us.