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Using financial services won’t always be totally hassle free and we wouldn’t award for things that aren’t more serious than the normal nuisances of everyday life. So just because there’s been a mistake it doesn’t necessarily follow that we would always award compensation – especially when the impact is minimal. Read our case studies about when an apology or small monetary award was enough to remedy a mistake You must give the property manager a chance to deal with the problem before you complain to a redress scheme and should first follow your property manager’s internal complaints procedure

While participation in ADR schemes isn’t mandatory for companies, almost all businesses that sell directly to consumers are required to point you to a certified ADR scheme when they can’t resolve a dispute in-house. The intention is that all “high street” and web based letting agents, and other organisations, including charities, which carry out lettings agency work in the course of a business will be subject to the duty to belong to an approved redress scheme.

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If you're unhappy with the outcome of a complaint, you may wish to refer your problem to the relevant ombudsman or alternative dispute resolution (ADR) scheme.

The scheme’s decision is binding on you and the managing agent, but if you are unhappy with the decision you don’t have to accept it. You can go to court instead. a person who works as a handyman or decorator who is employed by a landlord to repair or decorate their rented property or properties when needed This explains the extent to which the scheme administrator uses, stores and shares the information collected about the scheme claimant. FAQs Natalie coordinates REDRESS’s work on corruption sanctions in collaboration with the UK Anti-Corruption Coalition. Prior to joining REDRESS, Natalie worked as a Visiting Professional in the Trial Chamber of the International Criminal Court. Previously, she spent 5 years practising in London, Paris and Singapore at an international law firm where she represented clients in complex international arbitration and litigation proceedings. Throughout her career, she has maintained a busy pro bono practice including, most recently, managing a project preparing submissions to the Special Procedures of the UN Human Rights Council on behalf of victims of alleged human rights abuses in South-East Asia. Natalie is a qualified solicitor in England and holds a LLB (Hons) from the University of Exeter and a LLM in International Law from the University of Cambridge. Dianne Magbanua Communications and Digital Assistant As a Legal Officer at REDRESS, Victoria works on asset recovery and the repurposing of assets frozen under Magnitsky Sanctions for the purpose of human rights reparations for Ukraine. She has also worked for the T.M.C. Asser Instituut in The Hague since 2021 on a project aimed at strengthening Ukrainian national criminal justice actors’ capacity to document, investigate, prosecute, adjudicate and report on international crimes in partnership with Global Rights Compliance. Prior to this, Victoria worked for Ceasefire Centre for Civilian Rights, Global Rights Compliance and at the International Residual Mechanism for Criminal Tribunals in The Hague. She is a Scottish qualified solicitor and holds an LL.B. from the University of Edinburgh and an LL.M. in Globalisation and Law (specialisation Human Rights) from Maastricht University. Natalia Kubesch Legal Officerwhere set up and administered outside of the business or organisation, the ability for the scheme to be independent, notwithstanding the fact that the organisation is likely to be funding it. The Enterprise and Regulatory Reform Act 2013 came into force on 1 October 2014, requiring all letting agents and property managers (England only) to register with an approved redress scheme. investigate fairly and listen to both sides, after the member has had the opportunity to resolve the complaint directly

not all potential claims will be settled, requiring ‘mop up’ efforts and the potential for some reputational impact in public hearings, although judges are often complimentary of defendants who have provided claimants with an alternative to litigation by way of compensation schemes; Letizia is a PhD candidate in Political Science at the CUNY Graduate School in New York, where she obtained her master’s degree in Political Science. Prior to joining REDRESS, Letizia was a research associate at the Ralph Bunche Institute for International Studies in New York, where she organised and coordinated the RBI UN Seminar Series, and conducted research on UN operations, human rights, globalisation and development. As project manager of the Ralph Bunche Centenary Celebration Secretariat, she worked closely with over 90 worldwide organisations to coordinate the Centenary’s events such as conferences, lectures, exhibits, event openings, educational outreach programmes and TV shows. Renata Politi Legal Officer Briefly, the process involves an independent expert expressing an opinion on the merits of the issues raised by the parties. That assessment is based on a short statement from each party and limited documentary evidence submitted to the evaluator. The assessment is not binding but gives users an unbiased evaluation of the relative strengths of the parties’ cases, and a view on the outcome of the matter, should it proceed to tribunal, on the basis of what has been presented to the evaluator. Tribunal or Court As a Legal Officer at REDRESS, Natalia focuses on the use of Magnitsky sanctions to provide accountability for serious human rights violations. Prior to joining REDRESS, Natalia practiced at two international law firms, working on complex financial crime investigations and litigations, and advised on compliance with the UK’s sanction regimes. During this time, Natalia maintained a busy pro bono practice and led on litigation and policy reform projects on behalf of victims of arbitrary detention, sexual violence and gender discrimination. She has also volunteered for numerous legal advice centres and access to justice initiatives. Natalia has an LLB in Politics, Philosophy and Law from King’s College London, an LLM in International Law from the University of Cambridge and is completing an MSc in Human Rights at the London School of Economics. She is a qualified solicitor in England and Wales. Caitlan Lloyd Legal Officer Where a scheme claimant is not considered to be eligible by the scheme administrator, they should be entitled to seek the binding review of an independent scheme adjudicator, who will review the administrator’s decision. ExpertsI am one of the women affected myself, however I do not believe I deserve any compensation because I agreed with the idea of equalising state pension age between men and women,” she said. “However, the manner in which this was done – and then particularly the second increase – caused significant problems for many and I do believe in some recognition that this has caused women some real hardship.” In some sectors, such as travel or home improvements, there are mediation and arbitration schemes, especially if a company is part of a trade association. The decision made by the arbitrator is binding on both parties. If you’re unhappy with the decision, you will not be able to take the matter to court afterwards, or use an ombudsman service. 3. Refer the complaint to an ombudsman