Estate Agency Complaints
Estate Agents Complaints: Complaining About Estate & Letting Agents
In a recent survey, compaints about estate agents were shown to be on the rise. Paramount Properties welcome all feedback and we endeavour to deal with all problems and complaints in an open and transparent manner.
Paramount Properties are Members of the Association of Residential Lettings Agents and the National Association of Estate Agents.
Please follow the links for advice on how to check out an estate agent and the ARLA advice for landlords and tenants. Also please read our own estate agency reviews & testimonials.
Most popular complaints against estate & letting agents in the UK
- 77% did not find the estate agent they used helpful in finding a property within budget
- 69% did not feel their estate agent was professional or good value for money
- House hunters spent, on average, almost an hour and a half phoming estate agents to arrange viewings and chase feedback
- One in 10 claimed their estate agent delayed the buying and selling process unnecessarily by not returning their calls or messages, despite the urgency
- Almost one in 10 felt the estate agent pressured them to stretch their budget in order the purchase the property they required
Parmount Properties Complaints Procedure
Paramount Properties adopts an open attitude to complaints from customers whether they are from the General Public, Tenants, Landlords, or representatives of any of these groups as long as we are informed by the complainant prior to the representative approaching us.
Who ever takes the complaint completes a "Notes on complaints" form whether it is a verbal or written complaint. All subsequent discussions and actions with regards to the complaint are recorded on this form. The customer is then given the name of the person who is likely to be dealing with the complaint so they have a point of contact.
If a verbal complaint can't be dealt with by the person who takes the initial complaint or the person the complaint is about, then the customer must be advised to put the complaint in writing addressed to the person who is likely to be dealing with the complaint. All written complaints must be acknowledged within three working days.
Once the complaint has been recorded or received, the persons involved in the complaint and the Lettings or Management Acting Department Manager are to be briefed and copied in with the notes that have been taken together with any correspondence received so that a branch investigation can be promptly undertaken.
A formal written outcome of the branch investigation must be sent to the Complainant within twenty one days. If longer is needed, the Complainant should be told in writing, with an explanation, and given an indication of time scale. The outcome of the investigation must be sent to the Complainant within such timescale.
If the Complainant remains dissatisfied, they must be advised to explain their dissatisfaction in writing to the alternative Lettings or Management Acting Department Manager. This should provide the opportunity for a speedy, separate and detached review of the complaint by an individual not directly involved in the complaint.
Following the conclusion of the In-House Review, a written statement expressing the final view point and any offer must be sent to the complainant within twenty one days. If longer is needed, the Complainant should be told in writing, with an explanation, and given an indication of time scale. The outcome of the investigation must be sent to the Complainant within such timescale.
This letter must also explain to the complainant how the matter can be referred to the Ombudsman for Estate Agents (OEA), pointing out that any such referral by the Complainant must be made within six months of the final view point. If the complaint is to be referred to the Ombudsman then the Lettings and Management Acting Department Managers are to liaise with a director prior to responding.