**Internal use only**


Rightmove Landlord and Tenant Services Ltd (“RLTS”) and Rightmove Group Ltd (“Rightmove”) are committed to providing a high standard of customer support and service. We take very seriously any complaints levied against the firm or our staff. We aim to treat customers fairly in all ways, and at all times. This Complaint Handling Procedure has been produced to help our staff identify and handle complaints appropriately.


What is a complaint

The Financial Conduct Authority (FCA) provides a detailed explanation of what constitutes a complaint, but in summary it can be defined as:

 

‘any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination’.


Understanding your obligations

Whilst RLTS staff will usually direct complainants to the right place to formally lodge their complaint, Rightmove staff may also receive complaints that are in relation to RLTS. These may be regarding products such as referencing, broadband & TV, or Rent Guarantee or Tenants Insurance. Any complaint relating to these services should be directed to RLTS to deal with, however it’s particularly important to ensure that complaints regarding insurance are only dealt with by RLTS as these constitute regulated activity. 


Staff need to be able to identify a regulated complaint and refer it onto the appropriate designated staff members within RLTS who are authorised to deal with regulated business. Remember you must not involve yourself in his type of business. 


It is important that staff are able to identify a complaint (oral or written) and immediately forward to the RLTS team responsible for handling complaints.  This is important so that, where appropriate we can try to resolve a client’s concerns within three business days or alternatively, as required, send a prompt written acknowledgement providing early reassurance that we have received the complaint and are dealing with it. 


If it is unclear whether an oral or written statement by a client is actually a complaint, you should always ensure that you pass this information on to the RLTS team so that they can decide whether it is actually a complaint. 


It is important that staff record all the information provided by the client relating to the complaint and pass this to the handler. No attempt should be made to resolve the complaint; however, an understanding approach should be adopted. You should confirm to the complainant that the information will be passed to a member of staff who will deal with it promptly and that they will hear from them as soon as will be possible. 


The minimum information that should be passed to the Complaints Handler is the complainants name, contact details and what they are complaining about, providing all that the client has said about their reason for complaining – please see below for the template to use.


Our Complaints team can be contacted at (RLTcomplaints@rightmove.co.uk).


Obligations to our clients

A copy of the complaint procedure is required to be given to any client on request and to all complainants with the acknowledgement letter. We have a client version of our Complaints Handling Procedure that can be provided to clients on their request. The RLTS complaints team will provide the acknowledgement letter together with a copy of the client version of the Complaints Handling Procedure and conduct the investigation process that follows.


What to do with a complaint 

As stated above, we are committed to providing a high level of customer support and service. We will take very seriously any complaints levied against the firm; we will investigate fully and treat our customers fairly throughout the process. 


We will fully record the details of any complaints received and the information will be used to identify whether there are any underlying root causes, training needs or possible areas for improvement. Where it is identified that there are potential areas where we could improve, we will carry out training to ensure we are always achieving the standards we strive to. 



Template:

  1. If you receive a complaint via email – please forward to RLTcomplaints@rightmove.co.uk
  2. If you receive a complaint via post – please scan and send by email to RLTcomplaints@rightmove.co.uk
  3. If you receive a complaint via telephone – please note the details and send an email to RLTcomplaints@rightmove.co.uk using the following template completed as fully as possible:


(This can be found as a canned response- CST Use- Rightmove Landlord and Tenant Services- Complaint)


Complainant Name:

 

Date complaint was received:

 

Telephone Number:

 

Email Address:

 

Nature of complaint (referencing/broadband & TV/insurance/other):

 

Policy reference number (if applicable):

 

Reason for complaining (if given): 

 

Other comments:

 


Once complete please delete any Freshdesk tickets and Outlook emails containing personal data.