Experience of Dealing with The Property Ombudsman anyone ?

[Doozycan]

This is about a case which was opened early this year in January

Re: Lettings Agent who decided to charge a fee for a residential property which i rent out.
The contract was a Let only agreement 2 years ago when tenants moved in.
I manage the property repairs, renewals of certs and everything else etc
They decided to invoice a fee 8% even though they do not manage or do anything. A complaint was raised in December last year and then a case opened with The Property Ombudsman(TPO)

After waiting 8 months last month August the TPO (my email with the complaint detailed and highlighted many thing pointing to the codes of conduct ie Clauses for Lettings agents. The lettings agent falsified an audited agreement and added another property in the contract i own! The text was clearly ineligible.
I mentioned this in the TPO case and the fact being a Let only agreement no fees can be charged (as its in the initial find only tenancy agreement). Also the agent even said this in the initial agreement - Let only.

Anyway conclusion: The TPO concluded last week that the evidence of falsification was not done and that agent have nothing wrong. And i agree to accept their decision. Please check out their reviews on TrustPilot and Google Maps to find how Bad their service is.

Anyone have a similar experience as just want to know what you did to deal with this situation.

The thing about trustpilot/google maps is that there will always be one party disappointed by the outcome every single time. That’s the whole point of an Ombudsman.
Did you provide proof of your signature or anything else that supported the fact that the papers were falsified? Surely you would be in possession of true papers with the correct agreement which would disprove their false ones? Did they not outline how they arrived at their decision?

The ombudsman role is to be impartial and fair. To look at the facts and evidence in front of them. They are very good at explaining how and why they came to the decision they did, and also ask along the way if they want more information from either side.

so what did they feedback through the process and at their conclusion?

Yes the original was audited and dated. The adjudicator gave reasons against my factual points (against their clauses) which i have. So the deadline is 10th Sept i will make another counterclaim and explain again that the audited document cannot be edited. It ll goto an independant reviewer, either way they have done this impartially.