Complaint referral form

Welcome to our new complaint form
Based on your responses to the previous questions, your dispute may be raised via the complaint form for consideration.

What will I need to complete the complaint form?

The trading name and address of the property business
A copy of the formal complaint you made to the property business
A copy of the final response or viewpoint sent to you by the property business

These pieces of evidence are used to assess your case. You will be given further opportunities to submit additional supporting evidence if your case is a matter we can consider.

Need help? visit our complaint guidance pages

Select a complaint category

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Understanding the complaint process
All complaints submitted are considered against The Property Ombudsman's Terms of Reference. These define how complaints are accepted, investigated and the powers the Ombudsman has in connection with findings.

The Ombudsman may not investigate a complaint if:

1. the complaints or parts of the complaints have been through the courts

2. the complaint does not have a reasonable chance of success

3. the property business has already offered fair and reasonable outcome and the offer remains

4. the complainant fails to engage with the Ombudsman's process

5. there are other compelling reasons why it is inappropriate for the issue to be dealt with by the Ombudsman

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Your information

I am

Name

First

Last

Address

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

Email

Phone

How are you involved?

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Property Business information
Which property business is your dispute with?

Trading name

Trading address

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

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Pre-dispute checks

Do you owe the property business any outstanding fees?

Yes
No
Not applicable

Have any court / legal proceedings been issued against your dispute?

Yes
No
A judgment has been made on my case

Have you received a goodwill offer from the property business?

Yes
No

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Dispute Evidence
It is important that only the requested evidence is provided, as these pieces of evidence are used to assess whether the case can be accepted under our terms of reference.

Why we only ask for this evidence, at this time
To assess if we can consider your complaint. The documents that we require at this stage are listed below, If your complaint is been accepted and can be considered under our terms of reference, we will request more evidence to support your case in due course.

Proof of you have raised your complaint with the property business (evidence requirement 1)

Provide the format of communication you made to the property agent to start their internal complaints process, in relation to the issue that you have experienced. For example, this could be a copy of the email or letter sent to the business to complain about the issue(s) you have experienced to start their internal complaints process. This should be a maximum of one document, and clearly show the exact complaint made.

Ensure that the document is legible and includes date stamps and email or postal addresses.

Proof of the final response (evidence requirement 2)

The property business may have referred you to The Property Ombudsman. This acts as the end of their internal complaints process and will outline their final position on the complaint(s) you made. Provide a copy of this response, this should be a maximum of one document, and clearly show the entire response.

If it has been longer than 8 weeks since your first complaint please provide the last communication from/to the agent.

Ensure that the document is legible and includes date stamps and email or postal addresses.

Help, I don't have one or more of these documents? Call 01722 333306

Proof of you have raised your complaint with the property business

Please be aware that there is an upload limit of 5MB. If the file is too large consider removing unnecessary elements, such as pictures.

Date sent

Proof of the property business' final response

Please be aware that there is an upload limit of 5MB. If the file is too large consider removing unnecessary elements, such as pictures.

Date received

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Dispute information
In order to assist the consideration of your complaint, include dates where possible, to provide a timeline of events.

Does your complaint relate to the address you have provided?

Yes
No
Not applicable

Detail the specific issues of your complaint

Include dates where possible

When did this happen?

Detail the specific impact this has had

Detail your expectations and what would resolve this dispute

What is the most important factor in your decision to complain

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Declarations

I agree that the information I provide is true and accurate. Agree to the processing of your information in line with GDPR & TPO’s Data Sharing Agreement. I have authorisation from a third party, if submitting a complaint on their behalf; and agree to the TPO Unreasonable Behaviour Policy

Unreasonable behaviour policy*

GDPR & TPO data sharing agreement*

Important to note
A Virtual Private Network (VPN) may impact the successful upload of the form.

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