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Template Letters for Complaint Handling by Estate Agents and Lettings Agencies

January 2015

A new range of template letters is now available to help Estate Agents, Letting Agents and Property Management Agents to handle complaints.

The new letters are designed for use in conjunction with our Complaints Policies and Procedures for Estate Agents and Letting Agents. They cover each stage of the complaints handling process where communication with the complaining party may be required. This includes acknowledging a complaint, seeking further information about the complaint and notifying the complainant of the outcome of your complaint investigation.

The letters have been drafted so as to comply with the requirements of the Ombudsman redress schemes to which Residential Estate Agencies, Residential Lettings Agencies and Property Management Agencies must belong.

Once the Agent’s internal complaints procedure has been exhausted, the complainant may refer their complaint to the Ombudsman. The template letter Appeal Decision Letter includes information about the Ombudsman scheme and the timescale for referral of a complaint.

The contents of this Newsletter are for reference purposes only and do not constitute legal advice. Independent legal advice should be sought in relation to any specific legal matter.

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