Complaining about letting agent...

Hopejack

I am probably going to lodge a complaint about the agent I used (as a landlord). Various things which I can't list here due to confidentiality etc.

The agent is part of a franchise so not sure where I stand contacting their 'head office' as I know from other posts that they just 'pass the buck' and say it's a franchise etc.

I've had a look on their web and all it mentions re official bodies is that it's part of the Financial Services Authority - not much help for my complaint.

Would I be able to try ARLA or someone do you think? I've had a look on their site and they aren't members so probably not. Anyone any ideas please.

princeofpounds

Welcome to the world of letting agents. There is no regulation to speak of. There is no-one to complain to with any real interest in your situation.

If you like, try head office, may at least lead to a rap on the knuckles.

If they have signed up to a trade association (ARLA or similar), you might be able to complain to them. But they are toothless, entirely voluntary and depend on contributions from members, so don't expect anything.

If there is a trading standards issue you might be able to talk to OFT, and if there is a civil law issue you may be able to sue them.

But that's it. Welcome once again to the world of estate agents.

DVardysShadow

Trading Standards is the only regulatory organisation.

princessamy86

Are they a member of The Property Ombudsman? They have a complaints procedure.

wesb24

Speak to the National Association of Estate Agents ( naea. co uk). When I used to be an agent, they were the main body so should be able to point you in the right direction.

ARLA are the lettings body so speak to them any way even if these jokers aren't registered with them.

Also, tpos .co uk are the property ombudsman (or is that ombudsmen?!?) anyway, these guys will be able to help too.

Good luck!

wesb24

Sorry for the sill web addresses, can't post links at the mo

adg1

You need to be quite careful about how you complain to an Ombudsman.

(Are the agent members of the Ombudsman/National Approved Lettings Scheme/National Association of Estate Agents/etc?)

If so, the Ombudsman will expect them to have their own complaints procedure internally.

It'll probably fall along the following lines:

1. Initial complaint, in writing, the the Lettings Manager/Branch Manager of the office you have the gripe with;
2. If you remain unsatisfied, you should complain, in writing, the the Area Manager who has 3 days to aknowledge the complaint and 15 to formulate a response (smaller agents will probably skip this one);
3. If you are still unhappy, then the Director/CEO etc is the next course of action, in much the same way as the Area Manager previously.

ONLY when you have exhausted the internal complaints procedures can you go to the Ombudsman who will appoint an independant adjudicator to look at both sides and formulate a course for action.

The idea is that most problems can be thrashed out internally with the agent themselves without bothering the Ombudsman, though sometimes this will be the only way. I'm not sure of the level of your complaint but be careful to follow this procedure or the agents internal procedure prior to the Ombudsman.

The NALS/NAEA etc are only there to provide the agents with a code of practice to abide by.

Read the Terms and Conditions you signed when renting your property with the agent carefully as they have to define their complaints procedure in their terms.

Good luck!