Free Complaints Procedure

Handling complaints in the correct manner is very important & in extreme cases can mean the difference between success & failure in estate agency. This is because –

  • Having a good complaints procedure in place reduces the risk of a formal complaint being made;
  • The potential consequences when a formal complaint is made to TSO’s or the OFT or the Ombudsman can be severe;
  • The bad publicity such complaints can generate can seriously damage your reputation;
  • Ombudsman members are obliged to have a formal procedure in place.

A good complaints procedure is a must

Compliance-Matters website has a completely free of charge Internal Complaints Procedure available for you to obtain & use immediately. The procedure looks to meet the requirements of the Ombudsman & legal due diligence requirements for a complaints procedure.

Compliance-Matters – Internal Complaints Procedure

The procedure is provided in a “word” format that allows you the opportunity to make amendments, in order that it fits in with your current procedures.

Send an email to to request a FREE copy, together with the draft wording for a complaints procedure leaflet.

David's Philosophy

My clients take compliance matters very seriously and I have spend many years working proactively and reactively to provide them with cost effective solutions. My success is based, not only on the unique expertise I hold, but also around my ability to balance the need for compliance with commercial reality. Whatever your needs, I am happy to discuss them and the services we can offer to meet them on a no obligation basis. Email me at or ring my office on 0161 727 0798

Our Latest Article


Significant changes to estate agents obligations were imposed by the new Money Laundering Regulations in June this year.  The big focus has been on the need to confirm the ID of buyers as well as sellers; however, the legislation also requires agents to make a number of other changes. HMRC also published guidance on how […]