If a complaint is received, it should be acknowledged promptly so the contract-holder knows it has at least been received. Most complaints or problems are dealt with internally quickly, which is always the best way possible.

If the complaint refers to a repair request, completing the work quickly or providing details of the proposed action with a reasonable time scale should be sufficient in most cases.

Where the complaint is more detailed, and the parties cannot agree on an amicable solution, it may be necessary to escalate the complaint.

Where the agent is a member of some organisation or body (such as ARLA, RICS, etc.), that body will typically have a complaints procedure that must be followed. If the complaint has not been dealt with internally, the complaint may be passed to the organisation for further instruction.

It may be a requirement of a licence that the agent is a member of a redress scheme. In this case, details of the scheme should be supplied to the tenant, and the procedures of the particular scheme should be followed.

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