Who can we help?

We can only consider complaints about companies that have joined our service. Please check the latest list of companies that have joined our service.

We can help the domestic customers of property firms and companies.

What is a domestic customer?

Any individual who is acting for purposes which are outside a business, trade or profession. For estate agency work, this also means any actual or potential buyer or seller of a residential property.

There are some rules about when we can help

Before you can use our service you must tell the firm or company about your problem and follow its complaints procedure.

The firm or company has up to eight weeks to resolve your problem.

If, during this time, you receive a letter from the firm or company which says that it will no longer be handling your complaint or it tells you that it has reached its final position, and you are not satisfied, you should let us know.

The company may refer to this as a deadlock letter. You can see more about this on the Explaining your final position section of this website.

If at least eight weeks have passed since you first complained and it has not been resolved to your satisfaction, you should let us know.

There is a deadline for bringing a complaint to us

You must tell us about your complaint within twelve months from the date you first complained to the firm or company.

Telling us about your complaint

If you would prefer someone else to handle your complaint for you, we can make arrangements with you to do this.

Our rules

What we can and cannot do is set out in our terms of reference. You can see the terms of reference here. We’ll decide if your complaint fits in with these terms and whether we have the power to deal with it.