TPO Review Process for Agents
The following step by step guidance explains what happens when a complaint is accepted for review.
When a complaint is referred to us
We will write to you providing a copy of the complaints form and any documents that you may not have previously seen. You will be given 21 days to submit your company file and a detailed submission letter setting out your version of events.
Upon receipt of your file we will send a copy of your submission letter to the complainant, to provide comment if they wish, before the review of the complaints gets underway.
- What if the Complainant has added new complaints I haven’t seen?
- Why do you need the company file?
- Does the Complainant see a copy of the file?
- Can I meet the resolution requested on the complaints form?
- To download a template for your submission letter click here
When the case is allocated
The Ombudsman will consider the complaints based on evidence presented to them. The Ombudsman will arrive at their decision by taking into account legal principles, the relevant Code of Practice and what is fair and reasonable in the circumstances presented.
Outcome of the case
If the Ombudsman has supported all or part of the complaint they will write to you in the first instance. You will be given 14 days within which to consider the proposed decision and either accept, or appeal if you consider that there is a significant error of fact or where you can produce significant new evidence that will have a material effect on the decision.
Having considered any representation, the Ombudsman will respond advising you of the result of their further consideration. The Ombudsman will also write to the complainant detailing the proposed decision (if you have accepted they will simply write to the complainant).
The complainant is given 28 days in which to accept, not accept or make their own representation.
We will communicate their decision to you when received and should they introduce any new factors which may persuade the Ombudsman to reconsider their judgement, you will be given the opportunity to comment again.
- What happens if the Ombudsman supports the complaint?
- If the Ombudsman supports the complaint, what can they do?
- What if the Ombudsman does not support the complaint?
- What if I do not agree with the Ombudsman’s decision?
- What if the complainant does not respond to the proposed decision?
- What if the complainant does not accept the decision?