This is simply my contemporaneous note, which I often make in reverse order - i.e. last comments at the top.
The text is copied from their "chatbot".

Fore more information visit https://www.propertyredress.co.uk/

A stupid and stubborn response
Good night.

Unfortunately Glasgow University's research has no impact on how we investigate or our procedures, for a complaint to be raised to us first it needs to be raised to the agent in writing, through their complaint procedure if they have one, from the date the complaint is raised they get 8 weeks to resolve the complaint, if they cannot resolve it within 8 weeks it can be raised to us, alternatively if they offer a non-suitable resolution as their final stance it can then be raised to ourselves at that point to investigate.
Once the above has been met you can then raise the complaint to us to investigate

And I have told you that Glasgow University's research is what we all agree with.
AFTER to have read the paper come back to me

I have explained the procedure of how to raise a complaint with us
Brown & Brown is the company that owns Property Redress through Hamilton Fraser

Having indicated your intention of being useless - not a lot.
But get wise - see what is being said about you.
And just who are Brown and Brown ???

Is there anything I could assist with?

The evidence is on the web site in plain view for all to see . . .
And you guys wonder why the leasehold community thinks you are ALL a waste of space . . .

Unfortunately we are evidence based and have a set procedure that needs to be followed so we can investigate the agents service formally, once the complaint is raised online to us

Had complaining - It would save everyone a lot of effort if you rang grace miller and read the riot act . . .
They will say "we are [unlawfully] instructed to ... [break the law]" and you will do nothing !
So what ????
Josh - expect to see your name on the web !

You will need to complete the online form to raise the issues to us if you want us to investigate the members service

Prefer the FCA route . . .
BUT if you want to make yourselves useful, which I doubt, the get he missing data sent to me.
THIS IS a RECORDED Message

https://www.portal.propertyredress.co.uk/Complain

If they have responded to the formal complaint with an unsuitable resolution the complaint can be raised to us, we have an online complaint form you will need to complete

Have done that . . .
They say that it is not them . . . they are only advising our Board.
The Story is here:
https://tdocplus.co.uk/01_ROPA/index.php/from-1st-april-2025/on-insurance
The correspondence is alongside . . . they have refused to supply all the ingredients of the insurance contract - especially the declaration / statement of fact and the terms and conditions.

Great thank you for confirming, you would first need to raise the complaint with the member, they will get 8 weeks form the date the complaint is raised to resolve the complaint, if they cannot resolve this within 8 weeks or offer a non suitable resolution and it is their final stance you can then raise this with us, ensure moving forward all communication with them is done in witing as this will help support your case.

Grace Miller - they are members of Property redress.

Please may I have the companies name as if they are not members of a redress scheme, the only thing we could is advise you to report them to Trading Standards.

Our estate is not insured what do we do ?

HF Resolution Ltd. is a private limited company in England that operates several schemes, most notably the Property Redress Scheme and the Cosmetic Redress Scheme. It is a trading name for HFIS Limited and was incorporated on April 14, 2014. The company's registered office is in London, and it employs various staff members to manage its alternative dispute resolution services

Company number: 08994516
Incorporated: April 14, 2014
Registered office: 7th Floor Corn Exchange, 55 Mark Lane, London, EC3R 7NE
Nature of business: Activities of other membership organizations not elsewhere classified
Parent organization: HFIS Limited
Subsidiary: Landlord Action Ltd [https://find-and-update.company-information.service.gov.uk/company/08067511]

https://find-and-update.company-information.service.gov.uk/company/03252806

EBITDA stands for Earnings Before Interest, Taxes, Depreciation, and Amortization

Find out more here: https://www.hfis.co.uk/our-brands

One has to ask whether it is right and proper for an "Ombuds Service" to own a firm of litigation lawyers . . . Indeed is it right and proper for an "Ombuds Service" to be owned by a firm specialising in property  ?

Note: This document is "Work in Progress"

Some information gleaned from using Google's AI

Definition of Fiduciary Duty

A fiduciary duty is a legal obligation to act in the best interests of another person or entity, requiring utmost loyalty, good faith, and prudence, often in relationships of trust like trustee/beneficiary, solicitor/client, or director/company, preventing self-dealing, conflicts of interest, and unauthorized profits

A fiduciary duty is a legal or ethical obligation of trust and confidence that one party (the fiduciary) owes to another (the principal or beneficiary). The core principle of this duty is that the fiduciary must act solely in the best interests of the beneficiary, even above their own interests.

Thus it's a high standard of care, meaning the fiduciary must prioritize the other party's interests above their own.

Key Principles / Core Duties

The precise duties depend on the specific relationship and jurisdiction, but generally include:

• Duty of Loyalty: Act solely for the benefit of the principal, avoiding personal gain or benefit for third parties without full disclosure and consent.
• Duty of Loyalty: The fiduciary must put the beneficiary's interests first and avoid any conflicts of interest.
• No Conflict Rule: Do not put oneself in a position where personal interests clash with duties owed to the other party.
• No Profit Rule: Do not make unauthorized profits from the position of trust.
• Duty Not to Profit: A fiduciary must not make an unauthorised profit from their position unless they have the principal's informed consent.
• Duty of Care/Skill: Act with the competence and diligence expected, often codified for specific roles (e.g., directors, trustees).
• Duty of Care/Prudence: The fiduciary must exercise reasonable skill, diligence, and caution in managing affairs, as a prudent person would with their own matters.
• Duty to Act in Good Faith: All actions must be honest and made with integrity.
• Duty of Confidentiality & Disclosure: Fiduciaries must maintain confidentiality of sensitive information and disclose all relevant information required by the principal.

Key Concepts

• Relationship of Trust: A fiduciary relationship is one where the principal is reliant on the fiduciary to exercise power or act on their behalf, creating a legitimate expectation of loyalty and good faith.
• Highest Standard of Care: Fiduciary duty imposes a strict standard of behavior, often described as a single-minded loyalty, which is generally a higher standard than the common law duty of care.
• Informed Consent: A fiduciary can potentially avoid liability for actions that might otherwise be a breach if they make a full and frank disclosure of all relevant information, and the principal provides fully informed consent.

Common Fiduciary Relationships

Typical Applications

• Trustees: To beneficiaries.
• Company Directors: To the company and its shareholders.

Examples in Practice (Directors)

• Act in the company's best financial interests.
• Use company information and property only for company purposes.
• Avoid situations where their personal gain conflicts with the company's interests

Consequences of a Breach

A breach of fiduciary duty can have significant legal and financial consequences. The fiduciary may face personal legal liability and can be sued by the principal. Potential remedies awarded by a court can include:

• Account of profits: Forcing the fiduciary to give up any profits made as a result of the breach.
• Equitable compensation/Damages: Monetary awards to compensate the principal for any losses incurred.
• Rescission: Setting aside a transaction that was conducted in breach of duty.
• Injunction: A court order to stop the fiduciary from taking a certain action.
• Removal: Removing the individual from their position (e.g., as a trustee or director).

The Institute of Directors [IOD]

The IOD has a number of relevant "fact sheets" on their web site at https://www.iod.com/resources which include:

• Directors’ duties and responsibilities
• The role of the company secretary

These further explain the duties of Directors and Company Secretaries.

For more information on various persons click here: 22nd January 2026 - link removed at request of Fast Hosting Direct.