Self Assessment Tool: See if we can help with your complaint


> Have you completed all the stages of the In House Complaints procedure of the agent?


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If you are unsure whether you have completed all the stages of the agent's procedures,  write to them and ask them what stage your complaint is at and whether there is anything you need to do to progress your complaint.

Keep copies of all correspondence.

Once you have completed the agent's procedures, they must provide you with a Final Viewpoint Letter.

This letter should set out clearly what issues have been considered and their final decision. It should also refer you to the TPO if you remain dissatisfied with their decision.

If the agent has sent you a final viewpoint letter, then you have completed its procedures.

You will normally need to complete the agent's procedures before we can look at your complaint. This is so they have the opportunity to resolve your complaint first.

Only in exceptional circumstances would we intervene before the agent's procedures have been completed. If you are having difficulties completing the agent's procedures, or the agent is not responding to you, we suggest you write to them and ask what stage your complaint is at and whether there is anything you need to do to progress your complaint. Keep copies of all correspondence.

For further information refer to the How to Make a Complaint section of this website.

If you are unable to find the information you are looking for you can Contact Us for further guidance.

About This Tool

About the Self Assessment Tool

We have created this self-assessment tool to guide you through the process you are required to follow before we are able to consider a complaint.