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