Trustpilot
ISO 27001 Certified
Welcome to Simply-Docs
Business
Corporate
Employment
Health & Safety
Samples & Free
Property
Estate and Letting Agency Documents

Complaints Policies, Procedures and Letters for Estate Agents and Letting Agents

The Complaints Policies and Procedures in this folder have been drafted to meet the needs of Estate Agents, Residential Lettings Agents and Property Management Agencies. 

All such businesses should 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 and to which some Commercial Agents also belong. It may also be a requirement of Agents’ professional bodies such as RICS, NAEA or ARLA.

Each Complaints Policy has a corresponding Complaints Handling Procedure. 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.

Complaints Policies, Procedures and Letters for Estate Agents and Letting Agents is part of Property. Just £38.50 + VAT provides unlimited downloads from Property for 1 year.

Frequently Asked Questions

Do I legally have to have a written complaints procedure as an agent? +
In practice yes. Membership of a government approved redress scheme is mandatory for estate and letting agents, and the schemes require you to operate a written complaints procedure, so you cannot comply without one. Professional bodies such as RICS, NAEA or ARLA may also require it. This folder has policies and procedures for estate, lettings and management agencies.
What is the difference between the complaints policy and the complaints procedure here? +
The policy is the customer facing document that explains how to complain and what will happen. The procedure is the internal document that guides your staff through handling a complaint step by step. Each policy in the folder has a matching procedure, so customers get a clear route and staff follow a consistent process.
A client is still unhappy after I have dealt with their complaint. What next? +
Once you have given your final response, or after eight weeks without resolution, the client can take the complaint to the redress scheme you belong to, The Property Ombudsman or the Property Redress Scheme, for an independent decision. Your complaints documents should tell customers about this right and how to escalate. The template letters cover the final response and signposting.
Do commercial property agents need a complaints procedure too? +
Many do. Redress scheme membership is compulsory for residential sales and lettings agents, and some commercial agents also belong to a scheme or to RICS, which expects a complaints procedure. Even where not strictly required, a clear procedure reduces disputes and shows professionalism. The folder's policies suit estate, lettings and property management agencies.
Property Buy Only £38.50 + VAT!
Unlimited Downloads for One Year
No Auto-Renewal
All Estate and Letting Agency Documents

Simply-4-Business Ltd Registered in England and Wales No. 4868909, 20 Mortlake High Street, Mortlake, London SW14 8JN

Trustpilot
Top