Fine & Country News Page

Website update: complaints procedure

As per the Consumers, Estate Agents and Redress Act 2007, all estate agents are required to register with one of the Government approved redress schemes. Up until now, there have been three, these being: The Property Ombudsman Scheme, PRS and Ombudsman Services: Property. In February Ombudsman Services: Property announced that they would withdraw from the property sector from 6th August 2018. Therefore, if your business is registered with Ombudsman Services: Property, you need to make sure you have registered with one of the other two providers by this date. They are also required to have a documented internal complaints procedure based on their website. This will outline a clear process for reporting a complaint against your company, including response timescales and an escalation point to your redress provider.

To help you avoid being non-compliant we have drawn up an internal complaints procedure template and will be happy to add this to your Fine & Country microsite free of charge. The procedure has been checked and approved by our Compliance Officer – Paul Offley.

All you need to do is provide us with some information specific to your agency.

The information we need from you is:

  • Company name
  • First point of contact: name, job title, postal address and email address
  • Senior staff member: name, job title, postal address and email address
  • Redress scheme provider: name, address, telephone, website information relating to your redress scheme

Once all of the information is returned we will update your microsite for you.

Please be aware that it is your responsibility to ensure the internal complaints procedure is added to your microsite, so please email with the relevant information as soon as possible.

Categories: General