Please Note: All references to the masculine include the feminine on TPO website and documents.
My powers allow me to make awards of compensation for financial loss and/or aggravation, distress and inconvenience, where I feel that is appropriate. The service is free of charge for the public.
I'm not a regulator or consumer guardian.
This website contains all the information that you need for making a complaint to an agent, bringing the complaint to my office and also provides you with a list of all agents who are members of the TPO Scheme or who are registered with us. If you need any further help or guidance, my staff will be only too pleased to assist you.
Christopher Hamer, The Property Ombudsman
My role is to provide fair and reasonable resolutions to disputes between members of the public and estate agents who are members of the TPO Scheme or who have registered with the TPO under the Office of Fair Trading (OFT) Approved Estate Agents Redress Scheme. Firms who are members follow the TPO Code of Practice for Residential Sales.
I am able to consider disputes referred by landlords or tenants and relating to lettings and management agents that are members of the Scheme. These agents follow the TPO Code of Practice for Letting Agents.
Note that disputes relating to repayment of deposits paid by tenants and which are protected by an approved Tenancy Deposit Scheme should be referred to the relevant deposit protection scheme.
My jurisdiction covers disputes concerning small commercial enterprises and charities who are members of the scheme. Members of the commercial scheme follow the Code of Practice for Commercial and Business Agents.
I can also consider and promote a resolution to disputes referred by leaseholders or lessees of managed blocks areas and member agents of the scheme. Member agents are required to follow the Residential Leasehold Management General Membership Obligations.
My jurisdiction also extends to disputes concerning the actions of valuers and auctioneers, who are members of the scheme, and which relate to sales and transactions under the relevant Auctions legislation. Member firms are required to follow the Valuers and Auctioneers General Membership Obligations and the NAVA Rules of Conduct.
Direct Residential Lettings Limited (DRLL) has been expelled from The Property Ombudsman (TPO) for failure to pay an award following a serious breach of TPO's Code of Practice.
Make a Complaint
If you wish to make a complaint against an estate or letting agent, please use the relevant link below.
If your complaint relates to commercial, residential leasehold management or an international agent, or an auctioneer, please contact us for further information and guidance.