An ombudsman is an impartial member of the St. Louis REALTORS® Professional Standards Committee who helps parties resolve complaints and problems through constructive communication between parties. Ombudsmen do not determine whether ethics violations have occurred or who is owed money; rather they anticipate, identify, and attempt to resolve misunderstandings and disagreements before matters ripen into possible charges of unethical conduct or arbitration (generally commission) disputes.
Types of issues that an ombudsman can help resolve include, but are not limited to:
- Communication issues or misunderstandings between parties
- Questions about real estate practices or transaction processes
- Concerns about ethical conduct under the Code of Ethics
- Transactional disputes
After your initial request to speak with an ombudsman, you (the complainant) will receive a call within 48 hours. The ombudsman will identify themself and detail the rest of the process.
The use of the Ombudsman Program is voluntary and confidential. The Ombudsman Program is often successful and can be a shorter process compared to filing an ethics complaint or arbitration request, which averages 8-10 months. If the Ombudsman Program is successful, it can eliminate the need to file an official complaint.
Request an Ombudsman
Learn more about the Ombudsman Process:
How Does the Ombudsman Process Work?
Once the designated St. Louis REALTORS® staff receives an Ombudsman request, the information will be sent to a St. Louis REALTORS® Ombudsman. The Ombudsman will make all necessary contact with the parties in an attempt to resolve the complaint. If the efforts are not successful, the Ombudsman will advise the complainant about the next steps in the complaint process should the complainant wish to file a formal Code of Ethics complaint.
What Does the Ombudsman Do?
The ombudsman’s role is one of communication and conciliation—not adjudication—focused on anticipating, identifying, and resolving misunderstandings before they develop into formal disputes or ethics complaints. They do not determine whether violations have occurred, nor do they assign fault or decide monetary outcomes. Instead, ombudsmen remain neutral, helping all parties gain clarity on the issues, exploring possible options, and using available resources to address concerns in a way that works for everyone involved without escalating to a formal process.
How Long Will This Process Take?
Disputes can often be resolved through the Ombudsman process in as little as a few hours or days, depending on the Ombudsman and the parties' availability.
Is the Ombudsman Process Confidential?
Yes. Allegations, discussions, and decisions within the ombudsman process are confidential. They may not be reported or published by St. Louis REALTORS®, any member of a tribunal (including the Ombudsman), or any party under any circumstances, except those established in the Code of Ethics and Arbitration Manual.
What Happens if a Party Does Not Abide by the Agreed Upon Resolution?
Failure or refusal of a member to comply with the terms of a mutually agreed-upon resolution will entitle the complaining party to resubmit the original complaint or, where a formal complaint had not been filed, to file an ethics complaint. The time the matter was initially brought to St. Louis REALTORS®' attention, whether through the Ombudsman program or a formal complaint, will be considered the "filing date" for purposes of determining whether an ethics complaint is timely filed.