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How do I make a complaint

How can I make a complaint about a NALS agent as a landlord or tenant?

All NALS firms have a written Customer Complaints Procedure available on request. Your first step is to ask the firm you are dealing with for a copy, and this will outline the method by which they will seek to resolve any issues.

If you are not satisfied with the outcome of the in-house review of your complaint, then you can refer the matter to an ombudsman for independent review. The Complaints Procedure will detail which ombudsman scheme your agent is part of.

Ombudsman Scheme

There are three ombudsman schemes operating in the Private Rented Sector

Ombudsman Services: Property www.ombudsman-services.org

The Property Ombudsman Scheme www.tpos.co.uk

Property Redress Scheme www.theprs.co.uk

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