Making 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 Member have fallen short of expectations and the NAPSA Code of Practice.

Before starting please make sure you have checked all of the following:

  • The sourcing company is a member of NAPSA
  • You have completed the sourcer’s own complaints process
  • You have to have completed the appropriate Redress Scheme’s complaints process

We work with both government approved Redress Schemes – The Property Ombudsman (TPO) and Property Redress Scheme (PRS) – to assist with investor complaints, however we will need all of the details in the form completed before we’ll be able to deal with your complaint.

If you’re unsure about anything please refer to our FAQ section below or view our Guide on How to Make a Complaint


Working in Partnership with both government approved Redress Schemes


Start the complaints process

We’ll aim to come back to you within 48hrs once we’ve received your completed form to start the investigation process

Raise Your Complaint

You can raise a complaint by completing the form on this page. Please make sure you have all details completed before continuing. There is no charge for raising a complaint

Complaint Reviewed

We will aim to come back to you within 48hrs (Mon-Fri) with any questions or to confirm next steps. You can withdraw your complaint at any time

Outcome Confirmed

Once we have all information requested we will review and confirm the final outcome. Please note, you do not need legal representation to raise a question.