People’s champion

Q

I’ve had a problem with an estate agent. Are there any legal controls over what they can do and say, and how can I complaint about them?

G.C. (email)

A.

There are four main controls that oversee the work of estate agents.

Broadly, they can be categorised as breach of contract: breach of agency obligations: The Estate

Agents Act 1979: The Property Misdescriptions Act 1991.

You told me there was an issued about the size of the ‘south facing’ lounge and dining room and whether they were as described in the agent’s literature.

It suggests there may be a regulatory matter as to how the property was described. In that case you’ll need to report it to trading standards. Call the Citizens’ Advice

consumer helpline 0808 223 1133.

Q

Unable to have a face to face with my doctor I’ve been given several different medications to control the symptoms of an ongoing recurring respiratory problem, but it seems to have made it worse. I don’t find the surgery at all responsive or helpful. Can I complain to the NHS?

A.R. (email)

A.

Yes, you can but despite the current pressures on the NHS I urge you to first insist on taking up your dissatisfaction by writing to your nominated doctor and try to get the matter resolved informally.

If you’re still unhappy you must first take your complaint up with the NHS or Primary Care Trust, who will expect you to provide evidence about the subject and substance of your complaint.

Before you go that far I suggest you seek initial advice from the Patents Advice and Liaison Service (PALS) at the Solent NHS Trust. Call 0800 013 2319.

They can help you navigate the convoluted procedure for complaining about community medical care.