Make a Complaint About a NAPSA Sourcing Agent
If you're a property investor and have experienced issues with a NAPSA sourcing agent, we're here to help. NAPSA is committed to ensuring ethical practices in the property deal sourcing industry. Whether it's a breach of trust, misrepresentation, or poor service, we can guide you through the process of making a formal complaint.
Why Make a Complaint?
Whilst we hope it is never needed, we have created a space for investors to make a complaint if they feel that the services provided by a NAPSA Member or sourcing agent / deal packager have fallen short of expectations and the NAPSA Code of Practice.
- The sourcing agent has failed to deliver on agreed services.
- You believe there has been a breach of contract or misrepresentation.
- You’ve experienced financial loss due to the agent’s actions.
- The sourcing agent has acted unethically or unprofessionally.
At NAPSA, we aim to resolve disputes fairly. If the sourcing agent is a member of a redress scheme, we can help you escalate your complaint to the appropriate body. If not, we’ll guide you on the next steps to take.
How the Complaint Process Works
Submit Your Complaint
Complete the complaint form below, providing as much detail as possible about your issue.
Review and Assessment
Once we receive your complaint, our team will review the information provided. If the sourcing agent is registered with a redress scheme, we’ll help you escalate the matter to them. If not, we’ll advise you on alternative steps.
Resolution
We’ll work with you to seek a fair resolution, whether that’s through mediation, escalation, or further action. Please note, you do not need legal representation to raise a question.
What Information Do We Need?
To help us process your complaint efficiently, please provide:
- Your contact details.
- The sourcing agent’s name and contact information.
- A detailed description of the issue.
- Any supporting documents (e.g., contracts, correspondence, proof of payment).
If you don’t have all the information requested, don’t worry - please submit what you can, and we’ll guide you on the next steps.
We're Partnered with Both Redress Schemes
Your first route should always be with the agent's registered redress scheme
Frequently Asked Complaint Questions
What do I do if my sourcing agent isn’t registered with a redress scheme?
If your sourcing agent isn’t registered with a redress scheme, NAPSA can still assist, however it is much more challenging with no guarantees. We’ll review your complaint and advise you on the best course of action, which may include mediation or legal advice.
How long does the complaints process take?
The time it takes to resolve a complaint depends on the complexity of the issue and the responsiveness of all parties involved. On average, the process can take anywhere from 4 to 12 weeks.
I don't have all of the information requested on the form - what should I do?
If you’re missing some details or documents, submit the form with the information you do have. Our team will contact you to discuss your complaint and help you gather any additional details needed.