Redress Obligations
If a customer has a complaint about your service that you cannot resolve between yourselves, they can complain to a Redress Scheme. Originally, these schemes were limited to “those engaging in Estate Agency Work”. This requirement was later extended to 'Letting Agents', which includes those working on behalf of prospective tenants. As a result, DSPs offering property search services (for purchase or rental) must join one of the two current Redress Schemes:
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- The Property Ombudsman (www.tpos.co.uk)
- Property Redress Scheme (www.theprs.co.uk)
You may be fined up to £5,000 if you do not join a redress scheme.