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Department for Communities and Local Government

Property

About the Ombudsman

If you have a problem sorting out a complaint with a property firm or company listed on our website  we may be able to help.

When we talk about property companies or firms we also include Chartered Surveyors, surveyors, estate agents, residential managing or letting agents and Valuers.

Our service has been approved by the Office of Fair trading (OFT) as an estate agent redress scheme. Our work meets the requirements of the Consumers, Estate Agents and Redress Act, 2007. This means that domestic customers of estate agents have the right to take certain complaints to the ombudsman if the firm or company fails to resolve the problem.

We are also appointed by the Royal Institution of Chartered Surveyors (RICS) and the Association of Residential Managing Agents (ARMA) to handle complaints about their members.

Property customers are not charged for using our service.

Our job is to investigate complaints fairly by listening to both sides of the story and looking at the facts. We will decide what action, if any, should be taken when you and a property company can’t agree.

If you would like to know more about the ways we will work with you and the company to resolve your complaint, click here to read the  How we work page of our website. It will open in a new window . 

Is the service independent?

Yes. It is essential that we are independent from the property industry, the regulator and from consumer groups so that people can trust us to be fair. It is a key role of the Board to make sure of this.

We are a member of The Ombudsman Association (formerly the British and Irish Ombudsman’s Association (BIOA) which recognises us as independent.

http://www.bioa.org.uk/

Quick guide to our service

Download a quick guide to Ombudsman Services: Property here.

Download a large print plain text version here.