When it comes to buying and selling properties, disputes and conflicts are sometimes inevitable. Fortunately, there are mechanisms in place to address these issues and help both parties find a resolution. One such mechanism is the Connells Residential Ombudsman, a revered dispute resolution service offered by one of the UK’s leading estate agents. In this article, we will dive deeper into what you need to know about the Connells Residential Ombudsman.

Connells Residential ombudsman is designed to provide an independent and impartial redress service for residential sales and lettings. This scheme is operated by The Property Ombudsman LTD (TPO), which is a government-approved independent organization which provides redress to consumers of the property industry. The Connells Residential Ombudsman service is free of charge for customers and was created to give clients a reliable and fair way to escalate complaints where they are not able to be resolved directly with the agents.

To ensure transparency and accountability, Connells has made it a requirement for all of their branches to join and comply with the scheme. This ensures that all customers of Connells have access to the Ombudsman service in the event any issues arise. All of Connells branches are also prominently displaying their membership and outlining its scope and coverage.

The Connells Residential Ombudsman service is accessible to any customer who has brought a residential agent service from a branch of Connells. This includes sales, lettings, property management, and auction services. It is essential to note that the process of filing a complaint through the scheme will only be actioned after first addressing it with the team in branch. This gives the agent an opportunity to try and resolve the issue before escalation.

To begin the process, a customer will have to provide their complaint to the Connells branch they contracted with. They can do this either in writing or verbally giving details of the complaint. Once the branch is made aware of the problem, it is logged and investigated in detail. The branch has up to 15 working days to respond in writing once the complaint is received.

If the complaint remains unresolved, the customer can escalate it via the Connells Residential Ombudsman. The complaint form should be submitted online at https://www.tpos.co.uk/. Once submitted, the Ombudsman will investigate and communicate both parties to find a resolution.

The Connells Residential Ombudsman’s role is to provide resolutions to complaints through mediation or formal referral, depending on the nature of the dispute. Mediation can be used to settle minor issues between parties who are willing to cooperate with the process. Formal referral means the dispute has become more severe and requires more in-depth investigation.

The mediator is allowed to share opinions and observations but cannot impose a binding decision on either party. However, it should be noted that TPO Code of Practice requires both parties to act in good faith. Therefore, any agreement reached during the mediation process is binding.

Formal referral is appropriate if the complaint is more severe, such as a breach of the legal code of practice on sales or letting services. At this stage, the Ombudsman will gather evidence to make an informed decision to resolve the complaint. The Ombudsman has the power to order Connells to pay compensation of up to £25,000 for tenants and up to £50,000 for landlords.

One benefit of using the Connells Residential Ombudsman is speed. Generally, cases are resolved within four months, with more severe complaints taking a maximum of six months. The service is also free for customers to use as Connells subsidizes the scheme meaning the service is a no cost to consumers.

In conclusion, Connells Residential Ombudsman provides an excellent solution to resolving complaints in the residential sales and lettings industry. The scheme ensures all parties are treated fairly and is particularly helpful when disputes cannot be resolved between the parties directly. It’s essential that customers use the scheme as a last resort and only once they have exhausted resolving the dispute with the branch. With the Connells Residential Ombudsman, consumers have a reliable way to settle disputes and ensure an unambiguous and impartial resolution.