This may include complaints about poor or incompetent service, including for example: communication and record keeping, marketing and advertising, complaints handling, instructions, terms of business, commission and termination, fees, referencing and inventories.

[8] The Ombudsman reaches a decision on complaints based on the evidence presented, legal principles, the relevant TPO Code of Practice[9] and what is fair and reasonable in the circumstances.

[11] This model allows TPO to provide a free service to consumers, at no cost to the UK taxpayer.

The Property Ombudsman publishes an annual report which outlines the proportion of total cases supported.

[12] The Ombudsman is approved by Government,[13] Trading Standards,[14] the Chartered Trading Standards Institute[15] and the Ombudsman Association[16] as an impartial, unbiased and independent body, though decisions will inevitably be criticised by those parties who have lost.

If the consumer does not accept the Ombudsman's decision their legal rights are not affected and are free to pursue the complaint through the courts.