We are members of The Property Ombudsman Scheme. What does that mean?

The Property Ombudsman is an independent body set up to protect consumers from unfair practice. Being a member demonstrates our commitment to high standards, best practice and delivering a fair, transparent and quality service.

The government approved scheme provides a free and impartial service to resolve disputes between property agents and consumers fairly. This gives consumers an escalated complaints procedure if they are unhappy with how their complaint has been dealt with by the property agent.

As a member, we work to Codes of Practice that provide a benchmark for ensuring a consistent service for consumers. This means we are working to higher professional standards than are currently required within the industry.

Why did we join The Property Ombudsman Scheme?

We have always had a clear complaints procedure and published the standards we work to, so that consumers know what they can expect from us, during and after their time as a Dot Dot Dot guardian, and can hold us to account if their expectations are not met. We are also accredited with ISO 9001, an international standard for Quality Management Systems, demonstrating our commitment to being a customer-focused organisation that is continually improving its services.

We have joined The Property Ombudsman Scheme as a testament to our commitment to delivering the highest standard of service to all of our customers. We try very hard to avoid disputes and complaints from the outset, and aim to swiftly and fairly resolve any issues that do arise, but we also recognise that it’s important to have a fair and impartial body that can assist if required.

The Property Ombudsman’s services should be sought if a resolution cannot be reached in a dispute between a consumer and a property business directly. Should any of our guardians raise an issue of any kind, we will always aim to resolve them swiftly and fairly. Our complaints process can be found here.

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