We assemble a professional, evidence‑led response to a complaint lodged with The Property Ombudsman (TPO) or the Property Redress Scheme (PRS). Your pack includes a case chronology, evidence index, response letter addressing each allegation, and proportionate remedies. We also format the submission to the scheme portal.
Prepared in line with redress scheme complaint handling frameworks.
A complete, structured submission that demonstrates fairness, transparency, and learning.
We review the complaint, your contract/ToB, logs, and correspondence. We define the issues in dispute and the standards engaged (scheme Code, legislation, guidance).
A dated timeline with cross‑references to exhibits, highlighting key decision points and communications.
Point‑by‑point reply with plain‑English reasoning, admissions where appropriate, and mitigation. Includes annexed exhibits list.
Proportionate outcomes (apology, refund, corrective action, goodwill gesture) with justification and timescales.
We prepare a single PDF pack (response + exhibits index) sized and labelled for the TPO/PRS portal.
Internal note capturing learning points and any policy/process tweaks to prevent recurrence.
We prioritise clarity, proportionality, and compliance with scheme expectations.
Provide the complaint, your response so far, ToB, logs, emails, photos, and any settlement offers. We assess and list issues.
We build the timeline, evidence index, and draft the response addressing each allegation against standards.
Agree remedies where appropriate. We format the submission pack and exhibits index for the portal.
We log outcomes and compile an internal learning note to strengthen processes.
Insert the bracketed details and attach exhibits with the labels shown in your evidence index.
Re: Complaint of [Complainant] — Scheme Ref [#] 1. Summary of Complaint The complaint raises the following issues: . 2. Our Position We address each issue in turn with references to exhibits and standards. • Issue 1 — [position] (see Ex. A3, A5). Relevant Code: [para]. • Issue 2 — [position] (see Ex. B1). 3. Remedy (Without Prejudice to Liability) We propose: [apology/refund £x/corrective action], to be completed by [date]. Rationale: [brief]. 4. Learning Outcomes We have reviewed our process and will [action]. Signed: [Name], [Role] On behalf of: [Agency] Date: [dd/mm/yyyy]
Make sure these are in place before submission.
We prepare your submission and you file it via the scheme portal. If you require representation or liaison, mention this when ordering.
Apology, refund/reduction, corrective action, and goodwill gestures are typical. We help you frame a proportionate remedy.
No. You should complete your internal procedure first and issue a final viewpoint where required before escalation.
Yes — we can review and refine your response, add structure, and prepare supplementary exhibits if the portal allows.