The complaint process for complaining about a letting agent
If you have a complaint about a letting agent, here are some steps you can take:
- Raise your concerns with the letting agent: Try to resolve the issue by discussing your concerns with the letting agent directly. Explain your complaint clearly and calmly and give them the opportunity to respond and resolve the matter.
- Follow the letting agent’s complaints procedure: Most letting agents will have a complaints procedure that you can follow. Check their website or ask them for a copy. Follow the steps outlined in the procedure, which may involve writing a letter or filling out a complaints form.
- Contact a redress scheme: If the letting agent is a member of a redress scheme, you can contact them to raise a complaint. Redress schemes are independent bodies that help to resolve disputes between landlords, tenants, and letting agents. You can find out which redress scheme the letting agent belongs to by checking their website or asking them directly.
- Seek legal advice: If you have tried to resolve the issue and are still unhappy, you may wish to seek legal advice. This may involve contacting a solicitor or legal advice service to discuss your options.
It is important to keep a record of any communication you have with the letting agent, including emails, letters, and phone calls. This can help you to provide evidence if you need to escalate your complaint further.
A regulatory body is an organization that is responsible for overseeing and enforcing rules and regulations within a particular industry or sector.
Regulatory bodies are typically established by governments or other authorities and have the power to create and enforce standards and codes of conduct.
The specific responsibilities of a regulatory body will vary depending on the industry or sector it oversees.
For example, in the financial sector, regulatory bodies may be responsible for monitoring banks and financial institutions to ensure they are operating in a safe and sound manner.
In contrast, in the healthcare sector, regulatory bodies may be responsible for ensuring that healthcare providers meet certain standards of care and practice.
Some examples of regulatory bodies include the Financial Conduct Authority (FCA) in the UK, the Securities and Exchange Commission (SEC) in the US, and the European Medicines Agency (EMA) in Europe.
These organizations are responsible for regulating their respective industries and ensuring that businesses and individuals operating within them adhere to the relevant rules and regulations.
Which regulatory body can I complain to about a letting agent?
In the UK, if you have a complaint about a letting agent, you can make a complaint to one of the following regulatory bodies:
- Property Ombudsman: The Property Ombudsman is an independent redress scheme that deals with complaints about estate agents, letting agents, and property managers. If the letting agent is a member of the Property Ombudsman scheme, you can make a complaint to them.
- The National Approved Letting Scheme (NALS): NALS is a professional body for letting agents that provides a complaints and redress scheme. If the letting agent is a member of NALS, you can make a complaint to them.
- The Association of Residential Letting Agents (ARLA) Propertymark: ARLA Propertymark is a professional body for letting agents and provides a complaints and redress scheme. If the letting agent is a member of ARLA Propertymark, you can make a complaint to them.
- Trading Standards: Trading Standards is a government-run service that provides advice and guidance to consumers and businesses. If you have a complaint about a letting agent, you can contact your local Trading Standards office.
- The Property Redress Scheme: The Property Redress Scheme is a government-approved redress scheme that deals with complaints about property agents, including letting agents. If the letting agent is a member of the Property Redress Scheme, you can make a complaint to them.
It is important to note that letting agents are not required to belong to a redress scheme, but many do voluntarily. You can check if a letting agent belongs to a redress scheme by asking them directly or checking their website.
Tips when complaining about a letting agent
The procedure for making a complaint can vary depending on the complaint type and the regulatory body to which you are making a complaint. However, here are some general steps you can take when making a complaint:
- Gather evidence: Collect any evidence that supports your complaint, such as emails, letters, receipts, or photographs. This evidence will be important in proving your case.
- Contact the regulatory body: Find out which regulatory body you need to make a claim to and contact them. They will likely have a specific complaints procedure that you will need to follow. You can usually find this information on their website or by contacting them directly.
- Provide details of your complaint: Provide a detailed account of your claim, including any evidence you have gathered. Be clear and concise in your explanation.
- Wait for a response: The regulatory body or organization will investigate your claim and respond to you with their findings. This process can take some time, so be patient.
- Consider alternative dispute resolution: If you are not satisfied with the outcome of your claim, you may wish to consider alternative dispute resolution, such as mediation or arbitration. This can help you to resolve the issue without going to court.
- Seek legal advice: If you are still unhappy with your complaint’s outcome, you may seek legal advice from a solicitor or legal advice service.
Following the correct procedure when making a complaint about a letting agent is important, as this can increase your chances of a successful outcome.
Ensure you keep copies of all correspondence and evidence relating to your claim, as this can be useful if you need to escalate your complaint further.
FAQ about complaining about a letting agent
Here are some frequently asked questions about complaining about a letting agent in the UK, along with their answers:
Q: What can I complain about about a letting agent?
You can complain about a range of issues, including poor service, unfair charges, failure to maintain the property, and breach of contract.
How do I make a complaint about a letting agent?
You can make a complaint to the regulatory body or organization that the letting agent belongs to, such as the Property Ombudsman, NALS, ARLA Propertymark, Trading Standards, or the Property Redress Scheme.
What information do I need to provide when making a complaint?
Will need to provide details of your complaint, including any evidence you have to support it, such as emails, letters, or photographs. Be clear and concise in your explanation.
What happens after I make a complaint?
The regulatory body or organization will investigate your complaint and respond to you with their findings. This process can take some time, so be patient.
Can I get compensation for a complaint?
It is possible to receive compensation if your complaint is upheld, but this will depend on the specific circumstances of your case.
What if I am not satisfied with the outcome of my complaint?
If you are not satisfied with the outcome of your complaint, you may wish to consider alternative dispute resolution, such as mediation or arbitration. You may also wish to seek legal advice from a solicitor or legal advice service.
How can I prevent issues with a letting agent in the future?
You can research letting agents before using their services, read reviews from previous clients, and make sure you fully understand the terms of any agreement before signing it. You can also make sure to keep a record of all correspondence and evidence relating to your tenancy.
Join the British Landlords Association for only £69.95 for full membership for a year.
Our top-read blogs:
Latest 2023 Assured Shorthold Tenancy
Best Landlords Association to join in 2023?
Landlord EICR Electrical Safety inspection report 2022 Guide
