Customer Complaints Procedure
This customer complaints procedure is a ready to adopt template for a letting agent or property manager. It sets out how a customer can complain and how you will handle it, through to independent redress.
Free to download. Add your own branding and details, then put it straight to work.
Who it is for
Letting agents and property managers who need a clear, written complaints procedure.
What is inside
- A short commitment to customers
- Stage one for raising a complaint with you, with response timescales
- Stage two for an internal review
- Independent redress through the Property Redress Scheme
- How you keep a record of complaints
When to use it
- You need a complaints procedure to publish or give to customers
- You are registering with, or already a member of, a redress scheme
Frequently asked questions
Do letting agents need a complaints procedure?
Agents that must belong to a government approved redress scheme are expected to have a clear complaints procedure. This template gives you a starting point.
Which redress scheme does it reference?
It references the Property Redress Scheme (PRS). Update the placeholders with your own membership number and the scheme you belong to before you use it.
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Please note: these are free templates offered as a starting point, not legal advice. Check each one fits your situation before you use it. UpgradedPM and The Upgrade Authority Ltd accept no liability for how they are used.