Complaints Policy
At The Tenant Protection Scheme (TPS), we take all concerns seriously. We aim to provide clear, effective, and timely support to our members. If you feel we have fallen short of this, we want to know.
Step 1: Let Us Know
Most issues can be resolved quickly and informally. Please contact us first through your member dashboard or by emailing complaints@tps.org.uk.
Step 2: Make a Formal Complaint
If you are not satisfied with the response, you may submit a formal complaint in writing:
Write to our complaints team:
Office One, 1 Coldbath Square, Farringdon, London, EC1R 5HL
or email complaints@tps.org.uk
Please include:
- Your full name and membership ID
- A summary of your complaint
- Any relevant documents or evidence
- What outcome you are seeking
What Happens Next?
We will acknowledge your complaint within 3 working days
- A senior member of staff will investigate the matter
- You will receive a full written response within 14 working days
If more time is needed, we will let you know.
Final Note
TPS is not a regulated law firm and does not offer legal advice directly. Our support services are designed to assist members in accessing legal help, preparing case documents, and receiving non-representative advocacy (McKenzie Friend). We do not attend court as legal representatives or offer reserved legal activities.