How to Make a Complaint
Before we can look at your complaint, you must complain directly to the agent and complete their in-house complaints procedure.
To find out if the agent is a member of TPO click here.
- Why do I have to complain to the agent first?
- The agent is not listed as a member, what can I do?
- What if the agent has ceased trading?
Guidance for Complainants
Making a complaint to the Agent
The Ombudsman must allow the Agent the opportunity to resolve the complaint themselves. It is only fair and reasonable to allow them to do so.
- Tell the agent why you are unhappy, setting out the act or omission you believe has occurred.
- Let the agent know what you would like them to do to resolve your complaint.
- Follow up any conversations in writing, making a note of the date and time and who you spoke to.
- Keep copies of all correspondence with the agent.
- To download an example of a complaint letter click here.
- Can someone help me with my complaint?
- How should the agent deal with my complaint?
- The agent is not responding to my complaint, what can I do?
- What if the agent has made me an offer?
- Should I pay the agent’s fees?
When to refer your complaint to the Ombudsman
We can consider complaints:
- Once you have received the agent’s final viewpoint letter, and you remain unhappy, or
- If eight weeks have passed since you first complained and the issues remain unresolved
How to refer your complaint to the Ombudsman
Complete and sign a TPO Complaints Form:
- Send this to us together with supporting documentation.
- Include copies of your complaint letters and the agent’s final viewpoint letter
- What level of proof do I need to provide?
- When will I know if my complaint has been accepted?
- What happens if my complaint is late?
What happens next?
We will contact you know if we need extra information and inform you whether your complaint has been accepted for review.
For further information, see The Ombudsman’s Review Process.