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Quarterly Case Summaries 

We would like to start by wishing you a very happy New Year. In order to help agents better understand how the Ombudsman comes to decisions over complaints, we will be issuing a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.

If there are any specific topics you would like us to cover, please email and we will endeavour to cover these in future examples. 

Complaint concerning repairs, rent and deposit

Complaint over probate, tenure and communication

Complaint concerning a pre-contract deposit

Complaint concerning the agent’s survey and valuation service

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