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Complaints Handling Procedure for Commercial Lettings Agents


This Complaints Handling Procedure for Commercial Lettings Agents is designed for use by Commercial Property Letting Agencies, in conjunction with the Complaints Policy. As well as making good business sense, operating a formal complaints handling procedure is likely to be essential if the Agent belongs to a complaints redress scheme or a professional body such as RICS.

This Complaints Procedure provides for two levels of internal complaint handling, the second being an appeal stage for those clients or service users who are not satisfied with the initial outcome. If relevant, there is also the option for referral to an ombudsman or to the Agent’s professional body, depending on the nature of the complaint.

This Complaints Handling Procedure is designed to be used in conjunction with the Complaints Policy for Commercial Lettings Agents. The Policy explains the Agency’s complaints handling procedure to clients and service users. This Procedure is designed for internal use to guide staff through the handling of a complaint.

Section 1 contains definitions.

Section 2 sets out with the scope of the Procedure – essentially, defining a “complaint”. Anything that does not fall within the definition of a “complaint” should be dealt with through other channels.

Section 3 covers receipt and recording of complaints.

Section 4 sets out the information that should be obtained from complainants.

Section 5 describes the various levels of complaint available under the Procedure.

Section 6 explains the procedure to be followed in handling a Level One complaint.

Section 7 deals with Level Two complaints (appeals).

Section 8 sets out the options available to complaints handlers as regards resolving a complaint.

Section 9 explains how to respond if a complaint is referred to the ombudsman.

Section 10 is relevant if a complaint is referred to the Agent’s professional body.

Sections 11 and 12 relate to the implementation and recording of resolution actions.

Section 13 relates to confidentiality and data protection issues.

Section 14 states who within the Agency is responsible for implementation and review of the Procedure.

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.

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