Anatomy of a Complaint: How to Avoid a Complaint

Complaints about members’ professional conduct by fellow members are handled by the FVREB Professional Standards Department (PSD).

Whether you are the subject of a complaint or you are the complainant, it is helpful to understand the entire complaint process of the FVREB.

It is important to note that complaints from the public about members are directed to the BC Financial Services Authority.

In the first of a three-part series in Anatomy of a Complaint, we lay out six steps that will help you avoid a complaint.

  1. Provide timely responses – Respond to or deal with communications (calls, emails, texts) in a timely manner. This applies to both clients and your colleagues.
  2. Always be professional – This applies to both in-person interactions and in all forms of communication.
  3. Be thoughtful about social media content – Don’t air grievances or complaints about another member in public and particularly on social media platforms.
  4. Be prepared – Take the time to be prepared. For example, if prospecting, ensure a property is not already listed with another agent.
  5. Stay informed – Review and be familiar with the FVREB Bylaws, the Rules of Cooperation and the REALTOR® Code of Ethics.
  6. Be truthful and factual – Never misrepresent information to another member or to a client. If you don’t know the answer or don’t have the information, say so, and find the answer.

Stay tuned for part-two of our Anatomy of a Complaint series where we will delve into what to do before you consider filing a complaint.

Source: Professional Standards