Complaining to an ombudsman about a letting agency | housing advice | Shelter

Sarah tells us how she brought an official complaint against a letting agency on behalf of her son.

If you're unhappy with a letting agent, complain directly to them first.

Next, if you don't hear back after eight weeks or you're unhappy with their response, check their website or in their office to see which redress scheme they belong to. It will be either The Property Ombudsman or The Property Redress Scheme.

As Sarah says, complaining to The Property Ombudsman enabled her to win compensation from the agency and a damning verdict on the way they had acted.

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