Complaints

Complaints


What to do if you have a complaint

First Steps

Discuss your concerns with the NFOPP member or the person in the firm who deals with complaints, and ask them for a copy of their complaints procedure. Most members of NFOPP must maintain and operate an internal complaints procedure. When you complain, you should state:

  • What your complaint is about;
  • What you want them to do about it.

Put your complaint in writing, provide copies of any relevant documentation, and keep copies. Make sure you ask the NFOPP member or the person dealing with your complaint to confirm in writing:

 

  • The name of the person at the firm who is handling your complaint;
  • What they propose to do to resolve your complaint and when they'll do it.

You should receive a substantive response within 15 days of making your written complaint. It can be helpful to confirm discussions in writing, ideally by email or by taking notes of conversations.

 

Click here to download the Complaint Leaflet

 

How to complain to NFOPP

If the internal complaints process doesn't satisfactorily deal with your complaint, or the member doesn't have a process or you are ineligible to use it, you may complain to NFOPP. When contacting us please complete our standard complaint form and enclose all relevant documents. Do not use pins or staples to secure the papers. To help us begin an investigation, please provide, if possible, the following information:

  • Completed Complaint Form;
  • Evidence that the member's internal complaints procedure has been followed; and
  • Copies of supporting documents.

Our complaints form can be obtained by clicking here or by contacting our regulation department on 0844 387 0555

 

 

Disciplinary Procedures

The NFOPP Board have recently agreed new disciplinary procedures which will apply to all divisions/property disciplines. The revised procedures include the following changes:

 

  • Clear timescales for the management of cases. Timescales apply to members and to NFOPP.
  • A new administrative method for dealing with cases. In appropriate circumstances, and with members' agreement, cases can be concluded by correspondence and without a Tribunal hearing.
  • NFOPP staff to present cases at Tribunal and Appeals Tribunal hearings.
  • Both Tribunals and Appeals Tribunals to include a lay person.

Click here to download the Disciplinary procedures

 

Sanctions

The following range of sanctions apply to breaches of the standards required by all divisions of the National Federation of Property of Professionals (NFOPP).

Matters concluded administratively by NFOPP without a Tribunal hearing

In order of seriousness:

  • Formal written agreement between NFOPP and a Member, requiring the Member to take or refrain from taking certain actions within an agree timescale;
  • Caution;
  • Formal warning;
  • A fine not exceeding £200 for every rule breached ( not every sub rule breached), including for failure to cooperate in a disciplinary investigation.

If matters are dealt with internally they will not be published whatever the sanction(s) applied.

Matters concluded by NFOPP Tribunals and Appeals Tribunals*

In order of seriousness:

  • Caution;
  • Formal warning;
  • A fine not exceeding £5000 for every rule breached ( not every sub rule breached), including for failure to cooperate in a disciplinary investigation;
  • Reclassification of membership, or expulsion from membership.

Whether sanctions imposed by a Tribunal/Appeals Tribunal are published and members' divisional branches informed depends on their level of severity. If matters are published then the NFOPP's web sites will be used, and the member's local press may also be used.

*Members may also be liable for costs.