Estate Agents: Complaints
The question
To ask the Secretary of State for Housing, Communities and Local Government, what assessment he has made of the effectiveness of the Property Redress Service in dealing with complaints.
Answered by Matthew Pennycook
My Department monitors the performance of Property Redress through monthly data returns and regular governance meetings. We take all complaints about their services seriously. Where they arise, we challenge the schemes if we receive suggestions that they have failed to meet the standards to which they subscribe. We are satisfied with the responses to date.
Property Redress are approved as a competent alternative dispute resolution provider under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. As part of this, they are subject to periodic review and required to demonstrate how their decision making remains independent.
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