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Dealing with complaints

How can I make a complaint about a NALS agent?

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 two ombudsman schemes operating in the Private Rented Sector

Ombudsman Services: Property

The Property Ombudsman Scheme

How can I make a complaint about NALS?

Should you have a complaint about NALS please refer to our complaints procedure. Click to download.


The Board of NALS.

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Any agent bearing the NALS logo meets industry standards for customer service as well as being part of a Client Money Protection Scheme and offering independent redress.

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