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AIPP supports the Alliance of International Property Owners – providing free knowledge, support, guides, inspiration and special offers to British buyers and owners of a foreign property

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NEW client complaint handling toolkit for AIPP Business Members

Help reassure potential new clients you offer excellent customer service

No-one wants to dwell on negatives, so we advise AIPP Business Members to use our new client complaint guide to promote your professionalism and help secure new clients. Please read and use this guide and the templates in your own business.

Business Members are those directly selling property to the public and include estate agents and property developers. Please remember that handling a complaint properly will reduce the chance of referral to the Ombudsman or the courts, save you time and maintain (and sometimes even enhance) your reputation.

This service, including the redress scheme offered by The Property Ombudsman, is done so in accordance with the EU Alternative Dispute Resolution (ADR) Directive which came into effect 1st October 2015.

AIPP has written this guide in conjunction with The Property Ombudsman and it has been approved for use by AIPP members by the following organisations; Ombudsman Association, the UK Ministry of Housing, Communities & Local Government (MHCLG), National Trading Standards and the Chartered Trading Standards Institute.

AIPP TPO Complaints Handling Toolkit (4)




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