How complaints are handled under the PropertyLoop Partner Agent model
PropertyLoop provides technology, operational tools, and platform support to self-employed estate and letting agents. Our Partner Agents operate their own businesses and manage their own client relationships. PropertyLoop does not deliver direct property services to landlords or tenants.
Who handles complaints?
All complaints from landlords, tenants, or other customers should be handled directly by the Partner Agent who manages the property or transaction.
Step-by-step: How complaints are handled
1. Complaint received
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If a complaint is received by PropertyLoop, we will forward the message to the relevant Partner Agent.
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The complainant will be copied in to ensure transparency.
2. Partner Agent responds
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The Partner Agent is expected to acknowledge the complaint within 1 working day and respond within 5 working days.
3. Ongoing resolution
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Where necessary, the Partner Agent should:
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Offer a formal written response
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Provide clear next steps or resolutions
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Direct the client to their redress scheme if the issue is not resolved
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4. Redress
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If the customer remains dissatisfied, they may raise the matter with the Partner Agent’s redress scheme.
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PropertyLoop will not intervene in disputes between clients and Partner Agents unless a regulatory concern or legal issue arises.
What Partner Agents must do
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Join an approved redress scheme (e.g. The Property Ombudsman or PRS) and maintain membership.
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Create and manage a Google My Business profile for collecting independent reviews.
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Include your redress scheme and Google review link in:
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Your email signature
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Your business website
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All client documentation
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