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.
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
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
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.
We can only help if the sourcing agent you are complaining about is a NAPSA member. If they are a member, you will be able to search them on this website and find their unique member number.
You must have completed the agent’s complaints process before you can approach The Property Ombudsman with your complaint.
You must have completed either The Property Ombudsman’s (TPO) or Property Redress Scheme (PRS) complaints process before we can look at your compliant, as both Redress Schemes are in a position to offer a financial compensation award of up to £25,000 to investors, should the complaint be accepted. NAPSA can assess your compliant against the Code of Practice and where considered necessary suspend or expel a member.
NAPSA has written the Code of Practice for the property sourcing and deal packaging sector – which has been approved by both Redress Schemes and HMRC as the standard for any professional agent to follow.
You can read the expectations of a sourcing agent here: https://napsa.org.uk/code-of-practice/
You can start the process through the TPO – if the sourcer is registered with them – by following this link: https://www.tpos.co.uk/consumers/completing-the-complaints-form
You can start the process through the PRS – if the sourcer is registered with them – by following this link: https://www.theprs.co.uk/Complain