Complaint Appeal Decision Letter
This Complaint Appeal Decision Letter is part of a suite of letters designed for use in conjunction with our Complaints Policies and Complaints Handling Procedures for Estate Agents and Lettings Agents.
This Letter is to be sent to the complainant once the Agent’s review of the original complaint outcome has been completed. The Letter states the outcome of the review and, if relevant, specifies the steps (or resolution actions) the Agent proposes to take. It also advises the complainant of their right to refer the matter to the ombudsman or the Agent’s professional regulator.
In order to comply with the requirements of the ombudsman redress schemes to which Agents must belong, this Appeal Decision Letter must be sent within 15 working days of receipt of the appeal.
This Letter constitutes a “final view letter” or a “deadlock letter” under the ombudsman schemes. It confirms that the Agent’s internal complaints procedure has been exhausted.
Optional phrases / clauses are enclosed in square brackets. These should be read carefully and selected so as to be compatible with one another. Unused options should be removed from the document.
This Complaint Appeal Decision Letter is in open format. Either enter the requisite details in the highlighted fields or adjust the wording to suit your purposes.
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