The Role of the Independent Reviewer
To review and respond to complaints from consumers or member agents about the level of service provided by the Ombudsman's Office.
The Independent Reviewer conducts an audit of a sample of cases considered by the Property Ombudsman, to ensure that the scheme's Terms of Reference have been appropriately applied.
Complaints about TPO's Service
TPO is committed to providing the highest standards of service. We provide consumers with a free, impartial and independent alternative dispute resolution service. Any complainant who is unhappy with the service they have received can complain to the Independent Reviewer.
The Independent Reviewer acts completely independently of any influence from TPO. Once they have made their decision, there is no further appeal available.
The Independent Reviewer’s Terms of Reference limit their consideration to service complaints, in other words the way complaints have been handled, the work of the Office and the conduct of its staff. If the Independent Reviewer upholds a service complaint they may recommend to the Ombudsman that an apology be made and/or that appropriate compensation be paid (equivalent to that which the Ombudsman would award in similar circumstances) for any distress or inconvenience caused by the shortfall in level of service given.
The Independent Reviewer is appointed by the TPO Board and is required to report annually in person to the full Board and to provide a written report for inclusion in the Ombudsman's Annual Report.
For further information please see the Independent Reviewer's Roles and Responsibilities