Handling complaints
What to expect from us in terms of managing the dispute through to resolution.
Information for businesses
We share information, guidance and support to help businesses prevent and minimise complaints. We’ll update this page with new laws and regulations for the industry as well as sector-specific guidance.
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Advice and guidance
General advice
- Assured Advice from Trading Standards
- Canvassing for New Business
- Consumer Rights Act 2015 (gov.uk)
- Damp and Mould Guidance
- Dealing with Vulnerable Consumers
- Competition Law
- Terms used in property advertising (National Trading Standards Estate and Letting Agency Teams)
- Digital Markets, Competition and Consumers Act 2024: Unfair commercial practices guidance
- Trading standards law guidance (Business Companion)
Residential lettings
- Access to a Tenanted Property
- Guidance for Letting Agents: Consumer Protection Regulations
- Dealing with condensation, damp and mould
- Electrical Safety Standards in England (gov.uk)
- Landlords and Letting Agents Guidance in Wales (gov.Wales)
- Private residential tenancy: information for landlords and agents in Scotland (gov.Scot)
- Guidance for landlords and agents in Northern Ireland (nidirect.gov)
- Guidance for landlords and agents in Jersey (gov.je)
- Guidance for landlords and agents in the Isle of Man (gov.im)
- Guidance on the Transitional Provisions of the Tenant Fees Act (NTSLAT)
- Guide to the Renters’ Rights Act (gov.uk)
- Lettings Agency Agreements
- Understanding the possession action process: A guide for private landlords in England and Wales (gov.uk)
- Support for landlords and agents in Scotland (Scottish Association of Landlords)
Residential sales
Residential Leasehold Management (block/estate management)
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- Dispute resolution for block and estate management guide
- Leasehold and Freehold reforms in England and Wales (Commons Library) (The LMT)
- Leasehold Management Professionals (Leasehold Management Professionals)
- Service Charge Residential Management Code (RICS)
- Private Retirement Housing Code of Practice (ARHM)
Professional trade bodies and service providers
- Advantage Home Construction Insurance is a leading provider of specialised insurance solutions for the construction industry in the UK and designed the Consumer Code for Developers of Homes for Sale.
- Associated Retirement Community Operators (ARCO) is the main body representing the UK Integrated Retirement Community sector and operate the CTSI approved ARCO Consumer Code.
- Association for Relocation Professionals is the professional body for experts in UK relocation with its own Rules of Conduct and Code of Practice.
- Association of International Property Professionals seeks to improve standards of professionalism in the international property industry.
- Build Warranty is a leading provider of structural, residential and retrospective warranty solutions in the UK.
- Compariqo specialises in providing structural warranties and construction insurance.
- Conveyancing Information Executive (CIE) is a trade body focused on raising data quality standards across property searches.
- Council of Property Search Organisations (CoPSO) is a trade association for the property search industry that promotes quality standards within the sector.
- Drainage and Water Search Network (DWSN) is an industry body for professionals who produce full and complete responses to the CON29DW Residential and CON29DW Commercial searches.
- Meadfleet manages public open spaces on residential developments throughout England and Wales.
- National Association of Professional Sourcing Agents (NAPSA) provides sourcing agents across the UK with support, guidance and access to training.
- National Association of Property Buyers aims to improve standards in the property buying sector.
- Propertymark is the leading professional body for property agents.
- Residential Property Surveyors Association (RPSA) is a representative body for independent residential surveyors.
- Royal Institute of Chartered Surveyors sets standards in development and management of land, real estate, construction and infrastructure.
- Safeagent is an accreditation scheme for lettings and management agents operating in the Private Rented Sector.
- Terrena provides open space management within housing developments.
- The Land Trust is the UK’s leading green space management charity.
- The Property Institute is a professional body for residential property managers.
