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.

Guidance for Complainants

Please view our Guidance for Complainants document

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.

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 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.

Referring Your Complaint to Us

Use our self-assessment tool to check if your complaint can be considered by the Ombudsman.

Can I Complain?


If you have read the guidance and need to refer your complaint to the Ombudsman, please complete and sign the complaint form.

Make a Complaint Now