Complaints - Frequently Asked Questions
Are you able to provide legal advice?
No. We can't give you specific legal advice or offer you a ‘second opinion’ on legal advice you've already received.If you need legal advice, you’ll need to consult a solicitor or your local Citizen’s Advice Bureau: www.citizensadvice.org.uk
What happens at Hearings?
Please see the annex to our Disciplinary Procedures, available from our website: www.nfopp.co.uk
I don’t want to reveal my identify, can you deal with my complaint?
It can be very difficult for us to handle complaints in this way unless you are able to provide evidence from a 3rd party source, e.g. a newspaper. In other types of cases it may not be possible for us to handle cases anonymously.
Do I need a solicitor to represent me?
No. The way NFOPP approaches disciplinary matters is designed with complainants in mind and therefore you would not necessarily require your own legal representative. However, it is entirely your decision whether you wish to have legal representation.
If English is not my first language, how can I make my complaint?
We can provide information in languages other than English.
If you let us know your preferred language, we can arrange to talk to you on the phone with an interpreter or translate all of our letters and leaflets into your preferred language.
Let us know your needs, and we will try to help. Email us at compliance@nfopp.co.uk or call our compliance department – 01926 417 791
I have a disability, how can you assist me?
We can produce letters and reports in large print, in Braille or as a voice recording. We can also make special arrangements if you need to attend our office.
Let us know your needs, and we will try to help. Email us at compliance@nfopp.co.uk or call our compliance department on 01926 417 791.
Complaints
Frequently Asked Questions
Complaint Leaflet
Complaint Form
Disciplinary Procedures
What has the inventory got to do with this?
All the schemes are required to offer ADR – Alternative Dispute Resolution. In the event of a dispute over the deposit, which cannot be resolved by the parties, the matter is placed before an adjudicator. The adjudicator concerned will review the evidence and make their assessment on the facts placed before them.
The adjudicators will rely heavily on the inventory and schedule of condition, the check out report and the conditions placed on the landlord and tenant under the tenancy agreement. They will also note any comments made at the check in. This places a responsibility on the inventory provider to ensure that their work is clear, well laid out and unambiguous in its comments. Independence of the inventory is also important and APIP with its standards and code of practice provide professional integrity in this area.