Ombudsman’s Office for Real Estate Platforms

Ombudsman’s Office for Real Estate Platforms

The “Real Estate Platforms Ombudsman” is an independent arbitration body of the Swiss Consumer Forum kf. It supports customers in clarifying concerns or complaints in connection with online real estate platforms in a neutral manner. The ombudsman’s office is supported by the SMG Swiss Marketplace Group.

The following online real estate platforms have joined the ombudsman’s service:

  • ImmoScout24
  • Homegate
  • Flatfox
  • Immostreet.ch
  • home.ch
  • all-real-estate.ch
  • Acheter-Louer.ch
  • CASASOFT

The employees of the ombudsman’s office act as a neutral arbitration body and mediate between customers and the real estate platforms involved.

Procedure - Submitting a complaint

Costs and contact: The services of the “Ombudsman’s Office for Real Estate Platforms” are free of charge and are handled by the independent legal advice service of the consumer forum kf. Please submit your request and a signed power of attorney via our online form; this will facilitate the administration of your case.

The ombudsman’s office can be contacted by telephone on 031 380 50 34 on the following days:

Mon – Fri 09:00 – 12:00

Postal address and contact
Ombudsman’s office for real estate platforms
c/o Konsumentenforum kf
Belpstrasse 11
3007 Bern

contact.immo@konsum.ch

Procedure - Submitting a complaint

1. contact the relevant real estate platform
Contact the customer service of the relevant real estate platform and describe your problem. If no agreement can be reached, contact the ombudsman’s office for real estate platforms of the consumer forum kf.

2. contact the ombudsman’s office
Tell us about your problem, including the full history of the case. Attachments such as e-mail correspondence with the relevant real estate platform in the online form. On this basis, the ombudsman’s office will initiate further steps, which constitute a recommendation and are intended to resolve the problem.

3. civil law steps
If one of the contracting parties (customer or the real estate platform in question) does not agree with the appeal decision, you have recourse to civil law. The ombudsman’s office does not represent either party, but provides a neutral recommendation. However, the decisions of the first and second instance can be used by the court.

Ombudsman’s Office for Real Estate Platforms

Registration for legal advice

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Please note that we can only process applications if the relevant documents (correspondence, contracts, etc.) are available.

Important: We require a signed power of attorney regarding the right to obtain information. You must upload this together with the attachments. Have you filled in all the fields correctly?* Please note that our expertise is limited to advice and mediation. This is an advisory service or arbitration. If you require further legal assistance, we recommend that you consult a solicitor. You remain responsible for protecting your interests (including all deadlines). The Swiss Consumer Forum kf excludes any liability for damages arising from the advice provided. * Mandatory fields.

Conditions

Please note that our expertise is limited to counselling and mediation. This is a general counselling service. Should you require further legal support, we recommend that you contact a lawyer. You are still responsible for safeguarding your own interests (including all deadlines). The Swiss Consumer Forum accepts no liability for any damage arising from the counselling service.