How to Raise a Complaint With The Property Ombudsman: A Step-by-Step Guide

About The Property Ombudsman

The Property Ombudsman (TPO) is the UK's largest property redress scheme, covering over 17,000 member firms including estate agents, letting agents, and property management companies. It is approved by the government under the Consumers, Estate Agents and Redress Act 2007 and operates as an independent, impartial service.

TPO membership is free for consumers to use. Awards of up to £25,000 can be made against estate agents and up to £25,000 against letting agents.

Before You Begin: Eligibility Check

TPO can consider your complaint only if:

• The agent is a TPO member (search tpos.co.uk)
• You are a buyer, seller, landlord, or tenant who used the agent
• You have already completed the agent's internal complaints procedure
• No more than 12 months have passed since the agent's final response
• The matter is not already subject to court proceedings

If court proceedings are live, TPO will not consider the complaint. Choose one route or the other.

Step 1: Write a Formal Internal Complaint

Address your complaint in writing to the firm's designated complaints handler. TPO member firms are required by the TPO Codes of Practice to have a written complaints procedure. Ask for a copy if you do not already have it.

Your letter should:

• Set out the timeline of events in date order
• Reference specific failures (e.g. "On 14 January you confirmed in writing that the offer had been submitted; we have since discovered it was not submitted until 21 January")
• State the remedy you seek — be specific about any financial loss
• Request a response within 8 weeks

Attach all relevant documents. If you use Property Passport UK, export your document records and correspondence history to include as attachments.

Step 2: Wait for the Agent's Final Response

The agent must provide their final response within 8 weeks. This response should either:

• Resolve the complaint to your satisfaction, or
• State that they have reached a deadlock and cannot resolve it further

If 8 weeks pass without a final response, you may treat that as a deadlock and escalate.

Step 3: Complete the TPO Online Form

Go to tpos.co.uk and select "Make a Complaint." You will need:

• Your contact details and the agent's details
• A clear description of your complaint (the form allows up to 2,000 words — use them wisely)
• Copies of all correspondence with the agent
• The agent's final response or evidence that 8 weeks have elapsed
• Any other supporting evidence (property listings, photographs, valuations, survey reports)

You will receive an acknowledgement and a case reference number.

Step 4: The Case Assessment Stage

TPO assigns a Case Assessment Officer who reviews the complaint initially. They may:

• Ask for further information from either party
• Attempt an early resolution if the breach is clear-cut

This stage typically takes 4–6 weeks. If early resolution is not possible, the case proceeds to formal review.

Step 5: The Ombudsman's Review

Both parties submit their evidence. The Ombudsman (or a senior case officer acting under delegated authority) reviews everything and issues a Preliminary Decision. You will have a short period — usually 21 days — to accept or reject the decision.

If you accept, the agent must comply within 28 days. If you reject, you may request that the case is reviewed by the Ombudsman personally, though this is only available in limited circumstances.

Step 6: Final Decision

The Final Decision is binding on the agent (if you accept it). It is not binding on you — you retain the right to pursue court action if you reject it.

The total time from submission to Final Decision is typically 3–6 months, though complex cases may take longer.

What TPO Cannot Do

• Order specific performance (i.e. force an agent to sell your property)
• Make criminal referrals
• Award costs if you are represented by a solicitor
• Consider complaints about matters more than 12 months old from the agent's final response

Strengthening Your Case

TPO decisions are made purely on written evidence. Invest time in your submission. A clear, chronological narrative with labelled exhibits will always outperform a lengthy emotional account. If Property Passport UK holds dated records of property-related documents or communications, these carry weight as contemporaneous evidence.