Getting help from the Ombudsman
There are a number of ways to make a complaint to us. The best way is by completing one of our complaint forms online or you can download one and send it to us, this gives us permission to contact the landord. If you have a query or want to check something before making a complaint to us we would welcome your phone call. You can also complain by letter or phone but we must have your signed permission to contact the landlord before we can consider the complaint further. You can complain on behalf of someone else and we need signed permission from both of you. We consider how to respond based on the circumstances of each individual complaint. We will usually contact both parties to explore how the complaint can be resolved locally.
When we receive a complaint we check if it is still being considered under the landlord’s complaints procedure. We will contact both parties to explore how the complaint can be resolved locally.
We will check whether the case comes within our jurisdiction.
If the case comes within our jurisdiction, we will seek to resolve it through our early resolution process or by investigation.
Please note that our system is being upgraded so our online complaint form will not be available from 4pm on Friday 23 February until 9.15am on Monday 26 February.
If you have a query or want to check something before making a complaint to us please call us on 0300 111 3000. We would welcome your call.