SECTION 7: COMPLAINTS RESOLUTION
The OFT study of property managers in Scotland found that the majority of homeowners are satisfied with their property manager 2. However where problems do occur, we consider it important that they are resolved quickly. To allow this to happen we have in place a clear procedure for investigating complaints to ensure that each case is dealt with appropriately and consistently.
It is also important for our customers to have the reassurance of access to an independent opinion if they are not satisfied with the outcome of our own complaints procedure. For this reason the accreditation scheme provides our customers with access to independent third party redress as recommended by the Office of Fair Trading.
Further information on the third party redress system will be available in the near future. The standards, as drafted, focus our internal complaints handling procedures.
7.1 We have in place a complaints resolution procedure, which includes complaints against contractors. This procedure is in writing and we are able to provide details to the accreditation body or for auditing purposes.
[Guidance will comment on dealing with complaints, including vexatious complaints . Consideration will be given to the existing commitments of property managers who are already following other codes of practice (for example members of the Royal Institution of Chartered Surveyors ( RICS) are required to follow the RICS complaints handling procedure, which is mandatory).]
7.2 We make no charge for handling complaints.
7.3 We will respond to complaints from consumers within prompt and reasonable timescales. We will also publish our response times.
[Guidance to clarify what the accreditation scheme would consider 'prompt and reasonable'. As in 7.1, consideration will be given to the existing commitments of property managers who are already following other codes of practice (for example members of RICS must comply with RICS timescales,, which are mandatory). Consultation to seek views on timescales for responding to complaints].
7.4 For customers who are not satisfied with the outcome of our complaints procedure we will provide details of an approved redress scheme and how they can access it. We have agreed to be bound by the decision of the redress scheme.
7.5 We will keep a record of all complaints made by a customer or third party, and also keep a summary of the outcomes of these complaints.
[Guidance will cover how to record complaints (full details not required), how to describe the outcomes, how long to keep records and any data protection issues. Template for recording complaints to be provided. Guidance also to cover how property managers should include summarised details of complaints received in an annual report to their customers - and to the accreditation body on request.]
Question 8: Does Section 7 cover the key aspects of complaints handling? Are any important elements missing?
Question 9: On Standard 7.3 - we would welcome your views on the timescales for responding to complaints.