Introduction to the OEA

The Ombudsman for Estate Agents (OEA) Scheme became effective on 1 January 1998. The Scheme is open to all those firms of Estate Agents with a principal, director or partner who is a member of the National Association of Estate Agents (NAEA) or Royal Institution of Chartered Surveyors (RICS); to all corporate estate agents - defined as those who are subsidiaries of a bank, building society or insurance company, or are themselves quoted on the Stock Exchange; and to other Estate Agents who are sponsored and seconded by existing Members Agents.

The OEA Scheme offers an independent service for dealing with disputes between Member Agencies and consumers who are actual or potential buyers or sellers of residential property in the UK. The Ombudsman is independent of the Member Agencies and provides a free, fair and impartial review of complaints falling within his Terms of Reference.

The Ombudsman's role is to reach a resolution of unresolved disputes in full and final settlement - and, where appropriate, he will make an appropriate award of financial compensation.

A Consumer Guide, available in all Offices of Member Agencies, informs Complainants that:

"Your complaint may be considered by the Ombudsman where you believe a Member Agency has ...

If the Ombudsman cannot help you because your complaint falls outside his terms of reference, he may provide advice as to any alternative procedure available to you."

The Consumer Guide makes clear what types of complaint fall into this last category.

The OEA has a Code of Practice, approved by the Office of Fair Trading, the provisions of which are mandatory on Member Agencies.

The Ombudsman will not normally review a case until the internal complaints procedure of the Member Agency involved has been exhausted. The Office of the Ombudsman will advise how to achieve this.