The Role of The Property Ombudsman in Property Genius's Complaints Process

Property Genius is a proud member of The Property Ombudsman (TPO), underscoring our commitment to upholding high industry standards and offering an extra layer of protection to our clients. This article explores the benefits of our TPO membership and outlines how TPO could be involved if a complaint needs to be escalated.

• Enhanced Credibility: Our TPO membership assures our clients that we adhere to a strict code of conduct, enhancing our credibility in the property market.

• Impartial Dispute Resolution: TPO offers an impartial platform for resolving disputes, ensuring fair treatment for all parties.

• Consumer Protection: Membership with TPO means our clients are protected against unethical practices, making transactions and interactions safer.

• After Internal Review: If you are not satisfied with the outcome of our internal complaints process, you have the option to escalate the issue to TPO.

• Formal Submission: A formal complaint must be submitted to TPO, following their specific guidelines.

• Independent Investigation: TPO will conduct an independent investigation upon receiving the complaint.

• Final Resolution: TPO aims to resolve all complaints in an unbiased manner. Their decision is usually considered final and binding.

• Initial Review by TPO: Once your complaint is submitted to TPO, they aim to commence their initial review within 15 working days.

• Investigation Period: The length of the investigation can vary depending on the complexity of the case, but TPO aims to conclude most investigations within 90 days.

• Final Decision: After the investigation, TPO will issue their final decision, usually within 15 working days of concluding the investigation.

In some cases, TPO may award financial compensation if it is determined that a client has been disadvantaged due to a breach in the code of conduct.

Our membership with The Property Ombudsman not only sets us apart as a reputable letting agency but also provides an additional avenue for dispute resolution for our clients. With TPO's impartial and thorough review process, along with clearly defined timescales, clients can be assured that any escalated complaints are handled with fairness and integrity.