Customer Complaints Policy for Estate Agency

Complaints Policy for Residential Sales and Lettings Agents

PROP.EST.25
This Complaints Policy for Residential Sales and Lettings Agents is designed for use by Estate Agencies and Letting Agencies. It is essential for such businesses to have a written complaints policy. This is required as a condition of membership of the redress schemes (ombudsman schemes) to which Estate Agents and Lettings and Property Management Agents must belong. It may also be a requirement of Agents’ professional bodies such as RICS, NAEA or ARLA.

Two levels of internal complaint handling are provided for in this Complaints Policy, the second of which is designed as an appeal stage for those customers who are not satisfied with the initial outcome of a complaint. There is also the option for referral to the ombudsman if the customer is not satisfied. If the Agent is a member of a professional body, the customer may also be able to complain to that professional body, depending on the nature of the complaint.

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

Section 1 contains definitions.

Section 2 states the purpose of the Complaints Policy.

Section 3 sets out with the scope of the Policy – essentially, defining a “complaint”.

Section 4 informs customers (including sellers, prospective buyers, landlords and prospective tenants) how to make a complaint.

Section 5 explains how the Agency handles complaints. It refers to Level One complaints, Level Two complaints (appeals) and the possibility of complaints being referred to the ombudsman or the Agent’s professional body.

Section 6 relates to confidentiality and data protection issues.

Section 7 sets out whom to contact if a customer has any questions about the Complaints Policy.

Section 8 states who within the Agency is responsible for implementation and review of the Policy.

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 Complaints Policy for Residential Sales and Lettings Agents 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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