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