The consumer organisation Which is taking credit for the new mandatory redress scheme for letting agents and is making available a template' for tenants to use if they want to complain to their letting agents.
Which says on its website that the new mandatory redress regime, which came into effect on October 1, was a successful outcome to our continued lobbying that all agents be members of a complaints scheme in order to benefit consumers.
Two years ago Which claimed that tenants were facing unexpected charges, were unable to properly compare rental charges and letting agency fees, and didn't always know what they are signing up to until it was too late.
We also found that many tenants were dissatisfied with their agent, with reports of aggressive sales tactics; poor customer service; missed appointments and misleading out-of-date ads it says.
Now it has produced a letter, on the Which website and linked from a story on mandatory redress.
[Your address]
Dear Sir/Madam,
Ref: [address of seller's property]
I am writing about my dispute with [property agent name and address], who I understand is a member of your scheme.
My dispute concerns [details of your complaint].
I enclose copies of all relevant correspondence, including the particulars that the [estate/letting/managing - delete as appropriate] agent drew up on my behalf.
I have been unable to settle the matter with [property agent], and am therefore referring the matter to you in the hope that you will be able to resolve the dispute.
I look forward to hearing from you within the next 14 days.
Yours sincerely
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Comments
The letter has been written by a child, but I see no issue with customers being helped to complain if that is what they want to do. TPO seem singularly incapable of promoting their own services, so well done to Which for doing it for them. As an agent who runs a tight ship, I have little to fear.
That is poor! Agree with all comments but my input is ""address of seller's property" Later on it mentions "estate/letting/management". I think a ten year old drafted that letter.
The letter is a complete and utter waste of time.
To make a TPO complaint (I assume the other two will be the same) you first have to write outlining the basis of your complaint. Then if TPO accepts it and only then do you complete a formal complaint form AND send any evidence.
Which may be responsible for redress becoming compulsory, though I very much doubt it. What is in no doubt is they obviously do not know how that which they desire works!!
Dear Sir/Madam....Yours sincerely
Really
And they're giving advice!
I question the credibility of a national organisation which actually employs people to carefully write template letters that are going to be published in such a public and open way!
Un******* believable.
Anyone wishing to make a complaint through formal channels should be required to have the basic skilled of writing a letter. I fear if you are unable to do that then perhaps the "complaint" is more of your doing/misunderstanding then anyone else being to blame.
What a way to start a letter! Experts Hardly! Basic lessons in letter writing say never start a letter that way. It's called stating the bl**ding obvious!
How about
I understand [agency name] is a member of your scheme.
I am in dispute with this agent because...