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
The final decision will always be made by the Ombudsman.
We will write to you enclosing the final decision which may include details of the Ombudsman’s award, where appropriate.
- 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?