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
Can't find the right complaint category? If your complaint does not fall under one of the categories listed, we may not be able to accept your complaint. For more information on what complaints can and can't be considered, please visit the Terms of Reference. Or call 01722 333306 to speak to one of our enquiries staff.
RPSA If you have a dispute against a surveyor, who is a member of RPSA, call our initial enquiries team to receive more instructions.
Call 01722 333306
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
Your information
Letter of authority You will need to complete a letter of authority if:
1. you are a complainant and wish for us to communicate with someone on your behalf
2. you are part of a group of complainants that have raised a formal complaint to the property business and/or have joint involvement with the property. For example, joint tenant, landlord, seller and buyer.
Group of complainants Please use this option if you are raising a complaint as part of a group of complainants. Please ensure that you add the names of all of the complainants below.
You need to be directly involved in the complaint to submit the complaint this way.
If you are not directly involved in the complaint and bring the case to us on behalf of one or more complainants, you will need to select the “acting on behalf of the complainant” instead.
Property Business information Which property business is your dispute with?
Pre-dispute checks
Important to note If the goodwill offer has been accepted and paid in full and final settlement of your complaint, the Ombudsman will consider the matter settled. This may impact whether or not your dispute is accepted
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.
Help, I don't have one or more of these documents? Call 01722 333306
Dispute information In order to assist the consideration of your complaint, include dates where possible, to provide a timeline of events.
If the complaint relates to a different address, or more than one property please use the text box below to provide individual addresses, please number these so that you can reference these in the body of your complaint.
Unreasonable behaviour policy*
GDPR & TPO data sharing agreement*
Important to note A Virtual Private Network (VPN) may impact the successful upload of the form.
Your form entry has been saved and a unique link has been created which you can access to resume this form.
Enter your email address to receive the link via email. Alternatively, you can copy and save the link below.
Please note, this link should not be shared and will expire in 30 days, afterwards your form entry will be deleted.
If you need help doing things online, or there is an issue with this form please call 01722 333306