How to Complain to The Property Ombudsman
The Property Ombudsman looks at complaints about letting agents, estate agents and other property businesses registered with it, once the business has had the chance to put things right. It is free. Write your complaint to the business first, and we print it and post it for you by Royal Mail.
Not complained to the agent yet? Send your complaint by Royal Mail Tracked 24, from £8.99, so you can prove the date it arrived.
From £2.49 including printing and postage
- No printer or Post Office trip
- See the finished letter before you pay
- Order by 2.30pm for same-day posting
Quick Answer
- Complain first to
- The business
- The business has
- 8 weeks
- Then you have
- 12 months
- Cost
- Free
- Phone
- 01722 333306
You must also complain to the business within 12 months of the problem, or of when you found out about it.
Where to Send It
Write to the business first, using its complaints procedure. If it does not sort it out, complain to The Property Ombudsman using its online form.
The letting or estate agent
Your complaint to the business, which comes first.
The address on the agent's lettersor its websiteAsk for its complaints procedure, and keep a copy of your letter.
Write your complaint letterThe Property Ombudsman
Post for The Property Ombudsman.
The Property OmbudsmanUnit 159756PO Box 7169PooleBH15 9ELIts online form is the quickest way to complain. It says post can take longer, so use another route for anything urgent.
An agent in Property Redress
If your agent belongs to Property Redress instead.
Property RedressCheck the agent's website or paperwork to see which scheme it belongs to.
Read the Property Redress guideA tenancy deposit dispute
If your dispute is about your deposit.
Your deposit protection schemeThe Property Ombudsman cannot resolve deposit disputes. Contact the scheme that protects your deposit.
Write a deposit dispute letterChecked against The Property Ombudsman website on 19 October 2026.
Why Send It With PostRight
Proof It Arrived
Choose Tracked 24 and you can see when your letter was delivered, with a photo on delivery. Useful when a deadline or reply time counts from the day it arrives.
No Printer, Envelope or Stamp
Type your letter or upload a PDF on any device. We print it, put it in the envelope and post it.
Posted Today
Order by 2.30pm on a working day and we post it the same day by Royal Mail.
How It Works
- 1Complain to the agentWrite to the agent, say what went wrong and how you want it put right, and keep a copy.
- 2We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. A tracked service shows when it arrived, which helps you count the reply time.
- 3Go to The Property OmbudsmanIf the agent does not sort it out, take your complaint to The Property Ombudsman within 12 months of its final response.
Complain to the Business First
Ask the business for its complaints procedure and complain to it in writing. You can take your complaint to The Property Ombudsman once the business has sent its final response, or 8 weeks after you complained if it has not. If it does not answer a follow-up, you can go after another 5 working days.
Time Limits
Complain to the business within 12 months of the problem, or of when you became aware of it. Then take it to The Property Ombudsman within 12 months of the business's final response.
What It Covers
The Property Ombudsman looks at problems such as delays, poor communication and an agent not following your instructions. It does not make legal decisions or carry out criminal investigations, and it cannot resolve deposit disputes.
What Happens Next
Decisions currently take 3 to 6 months. If you accept an award, it settles your complaint in full. The Property Ombudsman says more than 99% of businesses comply. If you do not accept the final decision, you can take your complaint elsewhere.
Other Ombudsman Guides
Frequently Asked Questions
The Property Ombudsman, Unit 159756, PO Box 7169, Poole, BH15 9EL. Its online form is the quickest way to complain.
Send your complaint to the agent today.
Write or upload your letter, choose your service at checkout, and we print it and post it by Royal Mail.
Write Your Letter