Business Details
36 Years
experience
Independent Property Dispute Resolution Services
We are an independent and impartial dispute resolution service established in 1990 to support consumers and property businesses across the UK. Our Codes of Practice and decision-making processes are designed to ensure fairness, transparency, and accountability in resolving disputes. With government approval and validation by the Ombudsman Association, we adhere to rigorous service standards, including independence, integrity, and effectiveness. Our non-executive board oversees governance, while our management team handles case resolution and compliance.We work closely with industry stakeholders, regulatory bodies, and consumer forums to reduce detriment and promote best practices. Our service includes compensatory awards for quantifiable losses and operates under a Scheme of Delegation to maintain efficiency. We are committed to continuous improvement, as evidenced by our annual reviews, case studies, and collaboration with Scottish and UK-specific regulatory frameworks.
Services
Dispute Resolution
Complaint Handling
Code Compliance
Case Review
Consumer Protection
Details
- Year established: 1990
Highlights and features
- We have over 30 years of experience in property dispute resolution.
- Our service is government-approved under Alternative Dispute Resolution regulations.
- We handle cases with transparency and no hidden fees.
- Our team includes certified professionals with extensive industry expertise.
- We provide compensatory awards for quantifiable losses in resolved cases.
Associations and certifications
- Chartered Trading Standards Institute
- Ombudsman Association
What people say
Fair outcomes
Transparent processes
Expert case handling
Timely resolutions
Consumer-focused
Services
Dispute Resolution
We resolve property disputes between consumers and businesses through impartial assessment. Our process involves reviewing evidence, applying industry codes, and issuing binding decisions. This service ensures fair outcomes while avoiding costly legal action.
Complaint Handling
Our team manages complaints from submission to resolution. This includes verifying eligibility, mediating between parties, and ensuring compliance with our Codes of Practice. We aim to complete decisions within three months.
Code Compliance
We audit registered businesses against our Codes of Practice. Non-compliant firms face disciplinary action, including expulsion. This maintains industry standards and consumer trust in our accredited members.
Case Review
Consumers can request reviews of unresolved complaints. Our specialists re-examine evidence and determine if initial decisions met our procedural and fairness criteria.
Consumer Protection
We provide compensation awards for proven losses due to business misconduct. Awards typically range from 300600, covering financial loss and emotional distress.
People
Lesley Horton
Ombudsman
Oversees dispute resolution processes and ensures compliance with regulatory standards.
Andy Clachers
Chief Executive Officer
Leads strategic operations and manages day-to-day functions of the organisation.
Claire Bassett
Chair of the Board
Provides governance oversight and ensures the Ombudsman's independence.
Peter Habert
Director of Policy and Communications
Develops policy frameworks and manages external communications strategies.
Louise Baxter
Independent Board Member
Contributes to governance decisions and chairs the Consumer Forum.
Questions
What types of property disputes can you handle?
We resolve disputes related to residential and commercial property sales, lettings, auctions, and leasehold management.
How long does the complaint process take?
We aim to resolve cases within three months through our structured four-step process.
Can I get compensation for emotional distress?
Yes, our Ombudsman may award compensation for proven distress caused by business misconduct.
What if the business isn't registered with you?
We can only handle complaints against registered members. Non-registered cases require alternative redress schemes.
How are your decisions enforced?
Registered businesses must comply with our binding decisions or face expulsion from our scheme.
Do you publish case outcomes?
Yes, anonymised case studies are available to demonstrate our processes and industry insights.
