The Ombudsman's Review Process
The following step by step guidance explains what happens once your complaint has been referred to us and accepted for review.
The Property Ombudsman Scheme's Terms of Reference provides further detail and sets out the principles and considerations we will take into account when reviewing the dispute. The Terms of Reference also explain the circumstances where we may decline to deal with your complaint.
When we receive your complaint form
You will receive written confirmation that your Complaint Form has been received.
Before your case is allocated
We will write to the Agent, enclosing a copy of your complaints form.
We will request their file and a statement describing their version of events.
When your case is allocated
An adjudicator will look at the documentation submitted by yourself. The member agent will also be asked to provide information and documents (referred to as the ‘company file’)A decision will then be made based on the evidence provided by you and the member agent.
Further explanation of how our process works is available here.
Outcome of your case
The final decision may not always be determined by the Ombudsman as outlined above and in our scheme of delegation. When we consider your complaint, our process will ensure this is looked at efficiently and effectively, by competent, skilled and well trained staff.
We will write to you enclosing the final decision which may include details of the Ombudsman’s award, where appropriate.
- What happens if TPO supports my complaint?
- If TPO supports me, what can they do?
- What if TPO does not support my complaint?
- What if the Agent does not respond to the Proposed Decision?
- What if I do not agree with TPO’s decision?
How long will the process take?
From the point we have received all of the information we need from you and the property business, it can take between 30 and 90 days for a formal decision to be issued. This is dependent on the complexity and number of issues you would like us to consider. Timescales can be shorter if we resolve the dispute through our early resolution process or if the dispute is not considered complex.