Letter Notifying Outcome of Complaint Investigation by Estate Agent or Lettings Agent

Complaint Decision Letter

PROP.EST.32

This Complaint 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 investigation of the complaint has been completed. The Letter states the outcome of the investigation and, if relevant, specifies the steps (or resolution actions) the Agent proposes to take. It also advises the complainant of the procedure for appealing the outcome of their complaint.

In order to comply with the requirements of the ombudsman redress schemes to which Agents must belong, this Decision Letter must be sent within 15 working days of receipt of the complaint.

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 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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