Property Ombudsman Redress Scheme
Independent dispute resolution for your peace of mind
Independent Dispute Resolution
Joy Walker Estate Agents is a proud member of The Property Ombudsman (TPO) Redress Scheme, providing you with access to independent dispute resolution should any issues arise with our services.
This membership demonstrates our commitment to high standards of service and provides you with an additional layer of protection and peace of mind.
What is The Property Ombudsman?
The Property Ombudsman (TPO) is an independent, government-approved redress scheme for property agents. It provides:
Independent Resolution
Free, independent dispute resolution for property-related complaints
Fair Treatment
Ensures fair treatment for both consumers and property professionals
Consumer Protection
Protects consumers from poor service and unfair practices
High Standards
Promotes high standards in the property industry
Our TPO Membership
Full TPO Membership
We are fully accredited members of The Property Ombudsman scheme, which means:
- We adhere to TPO's Code of Practice
- We are subject to regular compliance checks
- We maintain professional indemnity insurance
- We provide access to independent dispute resolution
- We are committed to resolving complaints fairly
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our Inhouse Complaints procedure.
When Can You Use TPO?
You can refer a complaint to TPO if you are not satisfied with our response to issues such as:
Property Sales
- Misleading property descriptions
- Poor marketing or presentation
- Delays in the sales process
- Inadequate communication
Property Lettings
- Tenant finding issues
- Property management problems
- Deposit handling disputes
- Maintenance response delays
Financial Issues
- Fee disputes
- Money handling problems
- Billing errors
- Refund delays
Service Quality
- Poor customer service
- Unprofessional behavior
- Failure to follow procedures
- Lack of communication
How to Make a Complaint
Contact Us First
Always try to resolve the issue directly with us first. Most complaints can be resolved quickly and amicably.
Formal Complaint
If you're not satisfied, make a formal written complaint to our complaints officer.
Internal Review
We will investigate your complaint and provide a written response within 15 working days.
TPO Referral
If you're still not satisfied, you can refer your complaint to TPO within 12 months.
The TPO Process
1. Complaint Submission
Submit your complaint to TPO with all relevant documentation and evidence.
2. Initial Assessment
TPO assesses whether your complaint falls within their jurisdiction and scope.
3. Investigation
An independent case officer investigates your complaint thoroughly.
4. Mediation
TPO may attempt to mediate a resolution between you and our agency.
5. Final Decision
If mediation fails, TPO makes a binding decision on the complaint.
6. Compliance
We are required to comply with TPO's decision and any remedies awarded.
Our Commitment to You
As TPO members, we are committed to:
High Standards
Maintaining the highest standards of service and professionalism
Fair Resolution
Resolving all complaints fairly and promptly
Customer Focus
Putting our customers at the heart of everything we do
Compliance
Complying with all TPO requirements and regulations
Need to Make a Complaint?
We hope you never need to make a complaint, but if you do, we're here to help resolve any issues quickly and fairly.
Call Us
01472 200818
Email Us
complaints@joywalker.co.uk
Write to Us
58 St Peter's Ave, Cleethorpes DN35 8HP
You can also contact The Property Ombudsman directly:
Visit TPO Website