Lesson 3 – Recording Complaints and Preserving Evidence

3.1 Creating the complaint record

The complaint record should include:

• The complainant’s name and contact details.
• Their relationship to the property or transaction.
• The relevant property address.
• The date and method of complaint.
• A clear summary of each issue.
• The employees or third parties involved.
• The outcome or remedy requested.
• Any immediate risks identified.
• Relevant deadlines.
• The person assigned to handle the complaint.
• Copies of the acknowledgement and subsequent correspondence.

3.2 Identifying the desired resolution

The customer may request:

• An explanation.
• An apology.
• Completion of outstanding work.
• Correction of inaccurate information.
• A fee refund or reduction.
• Reimbursement of a financial loss.
• Changes to future communication.
• Disciplinary action against an employee.
• Removal or correction of information.
• Referral to senior management.

The requested outcome should be recorded, but employees must not promise that it will be provided before the complaint has been investigated.

3.3 Preserving evidence

Potential evidence may include:

• Emails and letters.
• Telephone attendance notes.
• Call recordings, where lawfully created and retained.
• Text messages and approved messaging records.
• Social-media communications.
• Property particulars and advertisements.
• Viewing and inspection notes.
• Signed agreements and instructions.
• Referral-fee disclosures.
• Client-account records.
• Photographs or video recordings.
• System audit trails.
• Statements from employees or witnesses.

3.4 Accurate and objective language

Complaint records should distinguish between:

• What the complainant alleges.
• What an employee recalls.
• What the records demonstrate.
• What remains disputed.
• What conclusion is eventually reached.

Relevant records must not be altered, destroyed or retrospectively rewritten.

Lesson activity

Learners create a complaint-record entry from a telephone conversation involving several allegations and a requested fee refund.