The Disciplinary and Standards Committee (DSC)

The DSC was established by the TPO Council to deal with the small number of member agents who breach the relevant Codes of Practice and/or fail to meet their obligations as TPO members in other ways.

A range of disciplinary action can be taken including expulsion from the Ombudsman scheme.

The Ombudsman refers cases to the DSC where a serious breach of the Codes of Practice has been found or where a registered firm fails to pay an award, following unsuccessful efforts made to explain their membership obligations.

Other referrals come from TPO’s Membership Compliance Unit and sometimes from the media, regulators and professional bodies.

A copy of the DSC terms of reference and procedures can be found here.

Gillian Fleming - DSC Chair


gillian fleming

Gillian Fleming was appointed as Chair of the DSC on 1 November 2016.

Gillian works independently in dispute resolution and complaint review.  She also chairs healthcare regulatory panels and is an Independent Director of the Office of the Independent Adjudicator for Higher Education. 

Gillian is an accredited mediator and a member of a statutory tribunal and of the Chartered Institute of Arbitrators.  Previously she was a lead Ombudsman at Ombudsman Services, resolving complaints from property professionals. 

Gillian began her career in Citizens Advice and has extensive experience of deciding complaints about professional services across a wide range of public and private sector organisations. She has also been involved at Board level as a non executive director of a Foundation Trust Hospital and as a member of the Executive Team at Ombudsman Services.


DSC Members

  • Victor Olowe
  • Mark McLaren
  • DSC Secretary - Kayleigh Snook


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