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Responding to a Complaint (RECO, Public, or Internal)

 

Applies To: Sales Representatives, Brokers, Broker of Record, and Managers

Purpose: To ensure that complaints received are addressed professionally, promptly, and in accordance with Century 21 Heritage Group Ltd. policy and RECO’s expectations.

 

Step 1: Initial Receipt of Complaint

 

Complaints may come from:

  • RECO

  • A client or member of the public

  • Another agent or brokerage

  • Internal staff or management

All complaints, regardless of source or tone, must be taken seriously and without defensiveness.

 

Step 2: Notify Management

 

Immediately forward any complaint to your Manager.

Include:

  • The full text of the complaint (email, form, or verbal summary)

  • Time and date received

  • Any attachments or evidence provided

 

Do not respond independently. Wait for direction from the designated manager or Broker of Record.

 

Step 3: Review and Triage

 

The Broker of Record or designated manager will:

 

  • Assess the complaint for validity and severity

  • Determine whether it relates to:

     

    • Advertising

    • Ethics or professionalism

    • Contractual concerns

    • Regulatory breaches

     

If the complaint was submitted to RECO, follow RECO’s response protocol and timelines carefully.

 

Step 4: Collect Facts & Evidence

 

The agent(s) involved must:

  • Provide a written response (factual and professional)

  • Submit relevant documentation (e.g., communications, contracts, ads, logs)

  • Disclose any previous related issues or conflicts

Do not delete or alter any communications, advertisements, or online material under review.

 

Step 5: Response Preparation

 

The Broker of Record or manager will:

  • Draft or review the official response to the complainant or RECO

  • Determine if corrective action is needed (e.g., revised ad, apology, compliance training)

  • Communicate next steps clearly to the involved agent(s)

 

 

 

Step 6: Corrective Action (If Applicable)

 

If the complaint reveals a breach or oversight:

  • Take immediate corrective action (e.g., remove or amend advertisement)

  • Document the change and provide proof to management or RECO

  • Complete any retraining or policy review assigned

 

Step 7: Close and Document the File

 

Once the complaint is resolved:

  • The file is logged in the Compliance Tracker

  • Any resulting RECO communication is saved

  • Agent performance files are updated if applicable

 

Internal complaints are followed up to ensure the matter is resolved, and trust is rebuilt.

 

Important Reminders:

 

  • All complaints must be approached professionally and respectfully

  • Do not speculate, retaliate, or attempt to resolve it publicly

  • Transparency and documentation protect both the agent and the brokerage

  • Silence or delay can escalate the matter — always respond promptly through the correct channels

 

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