How to Make a Complaint
Before we can look at your complaint, you must complain directly to the property business and complete their in-house complaints procedure.
To find out if the property business is a member of TPO click here.
Why do I have to complain to the property business first? The property business is not listed as a member, what can I do? What if the property business has ceased trading?
Making a complaint to the property business
The Ombudsman must allow the property business the opportunity to resolve the complaint themselves. It is only fair and reasonable to allow them to do so.
- Tell the property business why you are unhappy, setting out the act or omission you believe has occurred.
- Let the property business 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 property business.
- To download an example of a complaint letter click here.
- Can someone help me with my complaint?
- How should the property business deal with my complaint?
- The property business is not responding to my complaint, what can I do?
- What if the property business has made me an offer?
- Should I pay the property business' fees?
When to refer your complaint to the Ombudsman
We can consider complaints:
- Once you have received the property business' final viewpoint letter, and you remain unhappy, or
- If eight weeks have passed since you first complained and the issues remain unresolved
- Can you consider my complaint without a final viewpoint letter?
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 property business’ 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.