In consultation with members of our Industry Forum, our Complaint Handling Toolkits have been updated to give them a new look and importantly, improve the language and templates to make them more consumer friendly. Put together they will help member agents to effectively resolve disputes at the earliest possible stage, saving you time and resources. The toolkits can be downloaded here:  

(England, Wales & Northern Ireland) www.tpos.co.uk/images/Complaints_Handling_Toolkits/TPOE91-1_Complaints_Handling_Toolkit.pdf

(Residential Leasehold Management) www.tpos.co.uk/images/Complaints_Handling_Toolkits/TPOE93-1_Complaints_Handling_Toolkit_RLM.pdf

(Scotland) www.tpos.co.uk/images/Complaints_Handling_Toolkits/TPOE94-1_Complaints_Handling_Toolkit_Scotland.pdf