What to do if you have a complaint
The NFOPP will investigate a complaint, however, we are limited
to disciplinary sanctions. It is therefore obligatory that Members
must join a Consumer Redress Scheme and Complainants are asked to
take their complaint through The Property Ombudsman Service
www.tpos.co.uk or the
Ombudsman Services: Property www.os-property.org in
the first instance. Once the Ombudsman has investigated your
complaint, if you let us know the outcome we will then look
at the Member's professional conduct in terms of disciplinary
sanctions which can be based on the findings of the
Ombudsman.
First Steps
Discuss your concerns with the NAVA member or the person in the
firm who deals with complaints, and ask them for a copy of their
complaints procedure. Most members of the NAVA must maintain and
operate an internal complaints procedure. When you complain, you
should state:
- What your complaint is about;
- What you want them to do about it.
Put your complaint in writing, provide copies of any relevant
documentation, and keep copies. Make sure you ask the NAVA member
or the person dealing with your complaint to confirm in
writing:
- The name of the person at the firm who is handling your
complaint;
- What they propose to do to resolve your complaint and when
they'll do it.
You should receive a substantive response within 15 days of
making your written complaint. It can be helpful to confirm
discussions in writing, ideally by email or by taking notes of
conversations.
Click here to download the Complaint Leaflet
How to complain to NFOPP
If the internal complaints process doesn't satisfactorily
deal with your complaint, or the Ombudsman has completed his
investigation or he may not be able to assist you, then you can
complain to NFOPP. When contacting us
please complete our standard complaint form and enclose all
relevant documents. Please fully complete each section of the
Form and do NOT say "see attached papers" as this may result in the
Form being returned back to you for appropriate completion which
may delay matters. If you require extra space on the Form then it
will be acceptable to attach an additional plain sheet of paper
which refers to the relevant section. Do
not use pins or staples to secure the papers. To help us begin an
investigation, please provide, if possible, the following
information:
- Completed Complaint
Form;
- Evidence that the member's internal complaints procedure has
been followed; and
- Copies of supporting documents.
Our complaints form can be obtained by clicking
here or by contacting our regulation department on 0844 387
0555
Feedback from complainants about
tribunals
"Very satisfied with the way the matter was handled from the
professionalism of the case worker through to the actual
hearing. I believe I was given ample opportunity to air my
grievances and although disappointed in the final outcome, I was
pleased with the conduct of the
panel" - Complainant, March
2011
"Professional hearing, room layout good, panel were firm but
fair. My case worker was brilliant for the whole period and made me
feel at ease during the day" - Complainant,
November 2011
"We were unable to attend the hearing but we were kept fully
informed and had every confidence that Mrs Denise Robbins would
represent our interests fairly. We would like to thank Denise
Robbins for her help in bringing this case and the professional way
in which she has dealt with
everything" - Complainant, June
2012
"The hearing was very much delayed but every effort was made
by the caseworker and panel to alleviate any inconvenience on the
day. Throughout all of the process Christina Jones has been
excellent" - Complainant, June 2012