How Being Part of a Consumer Redress Scheme Matters!

Sean Hooker is the Head of Redress for the Property Redress Scheme (PRS). He is a Qualified Adjudicator (ACIArb), CEDR Accredited Mediator and has a Professional Award in Ombudsman and Complaints Handling Practice (Queen Margaret University and Ombudsman Association). Following a long career in the insurance industry, Sean set up and ran the dispute resolution and adjudication service for an authorised tenancy deposit scheme before moving and setting up the ombudsman office at the PRS. A Government approved scheme, backed by legislation, the PRS is one of only three organisations that property agents must join to deal with their unresolved complaints.

The Property Redress Scheme is a consumer redress scheme authorised by the Department for Communities and Local Government (DCLG) and by the National Trading Standards Estate Agency Team to offer redress to consumers of Lettings, Property Management and Estate Agents. It is also open to other Property Professionals to show they are committed to providing excellent customer service.

In an increasingly consumer orientated world, how you deal with complainants can make the difference between having the competitive edge and business failure.

Sean Hooker explains why complaints matter and how being part of a consumer redress scheme can increase customer satisfaction with your business.