About Ombudsman Services: Property

On 6 February 2018 we announced that we will withdraw from handling complaints in the property sector. Here is our press release and here are our FAQs for participating companies and consumers.


From 6 August 2018 Ombudsman Services will no longer provide a dispute resolution service to companies in the Property sector. If your complaint falls in line with our Terms of Reference and is accepted on or before 6 August the complaint will be investigated through to resolution.

If your complaint falls outside our Terms of Reference and is not accepted for investigation on or before 6 August 2018 then we cannot deal with your complaint. The company should appoint a new independent dispute resolution service to handle its complaints. You should contact the company you are complaining about for details of the new provider. 


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 Powys County Council 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.

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.

Quick guide to our service

Download a quick guide to Ombudsman Services: Property here.

Download a large print plain text version here.