Lesson 7 – Final Viewpoint Letters and Redress Schemes

7.1 MyEstate’s internal complaints procedure

Staff should follow MyEstate’s published procedure, including:

1. Receiving and recording the complaint.
2. Sending an acknowledgement.
3. Conducting an initial investigation.
4. Issuing a written response.
5. Providing an internal review where applicable.
6. Issuing the final viewpoint or deadlock letter.
7. Signposting the customer to the applicable redress scheme.

Internal stages should not be used simply to delay external escalation.

7.2 Final viewpoint or deadlock letter

The final letter should:

• Confirm that MyEstate’s internal procedure is complete.
• Address every complaint issue.
• Summarise the investigation and evidence.
• Provide MyEstate’s findings and reasons.
• Explain any remedy offered.
• State whether the offer has conditions.
• Identify MyEstate’s redress scheme.
• Explain how and when the complaint may be referred.
• Provide the scheme’s current contact details.

7.3 Approved redress schemes

The approved schemes are:

• The Property Ombudsman.
• The Property Redress Scheme.

MyEstate’s letter must identify the scheme to which MyEstate actually belongs, rather than offering the customer a choice between schemes.

7.4 When redress may be available

A customer will normally be expected to complete the agent’s internal complaints procedure before approaching the applicable scheme.

For businesses registered with The Property Ombudsman, a customer may generally refer the complaint after receiving the final viewpoint letter or when eight weeks have elapsed without a final response. Current scheme rules and referral deadlines should always be checked when issuing the letter.

7.5 Cooperating with the redress scheme

MyEstate should:

• Preserve the complete complaint file.
• Respond to information requests promptly.
• Provide documents fairly and in context.
• Avoid withholding unfavourable evidence.
• Maintain confidentiality.
• Comply with applicable scheme rules.
• Implement an accepted or binding outcome within the required timescale.

Lesson activity

Learners review a final viewpoint letter and identify missing findings, remedies, scheme details and referral information.