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Ombudsman complaints: Better complaints handling
As property professionals, getting it right first time sits at the heart of all that you do. But mistakes do happen and complaints are made. Ombudsman Services: Property (OS:P) is the ombudsman scheme appointed to handle complaints from domestic customers of RICS members. OS:P handles around 1200 property complaints a year and often common themes run through the complaints it sees. This paper looks at how to handle a complaint as well as where the most common complaints are happening. The paper discusses how effective complaints handling can positively influence the outcome, and also analyses where complaints occur most frequently offering tips to prevent the common mistakes investigated by OS:P.
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John Baguley is the ombudsman at Ombudsman Services and leads the property sector. John is a Chartered Surveyor, qualified ombudsman and accredited mediator. John has worked in the property sector for over 20 years and has been with Ombudsman Services since 2009. He regularly speaks at property conferences and has appeared on Radio 4 on several occasions talking about common issues in the sectors he works in. John also sits on various property working groups and has contributed to various sector codes of practice including the Private Rental Sector Code and the RICS ‘Blue Book’.