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What Can We Deal With Property

What can we deal with?

What types of complaints can we handle?

The law requires sales, lettings and managing agents to belong to a redress provider. OS:P is an approved ombudsman scheme for these sectors. RICS also requires its members who offer surveying services to domestic consumers also to belong to a redress provider and OS:P is the only approved scheme to provide this. 
The list is fine but in terms of the question re deposits most issues should be referred to the tenancy deposit scheme. Very few matters would fall under our jurisdiction. So I would say  “if your complaint is about how much of the deposit your landlord has kept, you should refer this to the relevant tenancy deposit scheme”

The law requires sales, lettings and managing agents to belong to a redress provider. Ombudsman Services: Property is an approved ombudsman scheme for these sectors. RICS also requires its members who offer surveying services to domestic consumers also to belong to a redress provider and we are the only approved scheme to provide this. 

Complaints might include:

  • an apparent breach of obligations;
  • unfair treatment;
  • avoidable delays;
  • failure to follow proper procedures;
  • rudeness or discourtesy;
  • not explaining matters;
  • poor or incompetent service; and
  • disputes over a deposit at the end of a tenancy*.

*If your complaint is about how much of the deposit your landlord has kept, you should refer this to the relevant tenancy deposit scheme

You can use our service if:

  • you are complaining about a property company listed on our website
  • you are complaining about a chartered surveying firm or a surveyor that has provided, or is contracted to provide, a surveying service to you;
  • you have relied on the surveying services of a chartered surveyor of a surveyor;
  • you are an actual or potential buyer or seller or a residential property who has a complaint about an estate agent that has provided, failed to provide, or is contracted to provide, a service to you;
  • you are an actual or potential buyer or seller of a residential property who has relied upon the services of an estate agent;
  • you have a complaint against a letting or a residential managing agent that has provided, or is contracted to provide, a service to you; and
  • you are representing a customer who meets the above conditions.

We cannot deal with:

  • complaints that we consider to be malicious or unjustified;
  • disagreements between the companies that participate in our service;
  • complaints that are already being dealt with by the courts or other complaints procedures; or 
  • firms or companies which have not joined our service please check if the company is listed on our website.