Raising concerns and resolving disputes

The government and the Chartered Trading Standards Institute authorise Property Redress, to provide a negotiation and decision-making resolution service for consumers who have raised their concerns with one of our members and remain unhappy with the response or have received no response at all.

Before escalating your complaint to us

While we are here to deal with complaints and help you reach a solution, attempting to discuss and resolve the situation, as soon as possible, is often successful and allows all parties to move on.

When we receive a complaint, our acceptance requirements include:

• proof that you have tried to resolve your complaint using the member’s internal complaints process before coming to us
• allowed the member up to eight weeks to investigate and resolve, or respond to your written complaint and you remain unsatisfied
• The eight weeks period of investigation  has passed and the member was non-responsive to your written complaint  

The success of resolving disputes relies on both parties being open to discussion and listening to proposed resolutions. A complainant should be willing to consider and listen to the member’s points and a member should be willing to listen to the complainant’s concerns and handle any complaint with empathy.

How do I raise my concerns with the agent?

First,  contact the member and request a copy of their Complaints Handling Procedure (CHP). If the member does not have an internal complaints procedure, you can still make a formal complaint in writing.

Always keep a record of all communication which may include emails, letters and Whatsapp conversations (with dates) and any other relevant evidence.

Take time to set out your complaint

Detailing each of your concerns in writing and provide supporting evidence will give the member every opportunity to investigate and respond to you. For example, if your concerns relate to a lack of communication – you will need to refer to the specific communication which has not been responded to and attach this evidence.

In the same way as we do, a member should be listening, and willing to discuss any concerns using an evidence-based process.

Be clear

Make sure that your concerns are:

• clearly written and sent by email or letter (ideally, by recorded delivery) so there is proof of a time and date it was sent
• listed individually,  if there is more than one. Just using bullet points can make things clear and  easier for the member to respond to
• relative and proportionate to the solution you are proposing

See our template which may help you set out your written complaint clearly and our Evidence checklist  for suggestions on what documents may support your concerns. We will ask for these too, if you and the member are unable to find a solution.

What happens next?

Members may ask for more information, if something is unclear, so the process may involve more than one email or letter. This may be reasonable before they can consider and discuss the solution you are proposing.

Continue to communicate and provide any other information you are asked for with the aim of reaching an amicable resolution.

Keep all written communication from the member, together with  records of any phone calls you make or receive, or face to face meetings, including the times and dates.

This is important because if the complaint remains unresolved and you would like our help, we need to see exactly what has happened.

For an understanding of our process, and our authority to deal with complaints, see our Conditions of Resolution.  

Getting other advice

The following organisations may also be able to help, including:

Citizens Advice 03444 111 444

Monday - Friday 9:00am - 5:30pm Shelter

0808 800 4444

Monday - Friday 9:00am - 5:30pm Saturday - Sunday 9:00am - 5:00pm Justice for tenants

0203 476 6648

Monday - Friday 9:00am - 5:30pm