Complaint Resolution Program

Introduction

The Department of Real Estate's Complaint Resolution Program attempts to resolve disputes or minor issues between consumers and licensees or subdividers/developers before violations of real estate law may occur. The program includes facilitators from the Department's Enforcement, Subdivisions, and Mortgage Loan Activities sections.

Mission

Complaint Resolution Program The mission of the Complaint Resolution Program is to respond quickly and informally to concerns of consumers and members of the real estate industry by serving as a facilitator to resolve conflicts and/or prevent real estate law violations.

Since its inception, the program has proven effective in resolving disputes and in reducing staff workloads by addressing issues up front as opposed to at the conclusion of a lengthy investigative process.

Many of the issues that Department facilitators work to resolve include a breakdown in communication between licensees and their principals. It is important to note that in many of the instances, facilitators endeavor to reestablish and facilitate communication, thus resolving the issue. The types of complaints facilitators may attempt to resolve include:


  • Consumers having trouble obtaining copies of their documents.
  • Consumers needing assistance in contacting their agent or broker in a current transaction.
  • Consumers needing escrow, lender, or inspector information from their agent.
  • Consumers questioning commission demands by agents (inside and outside of escrow).
  • Consumers having difficulty canceling transactions or loans.
  • Consumers wanting to know disposition of earnest money deposit.
  • Consumers asked to sign documents or do something they did not understand or felt was inappropriate.
  • Consumers in a transaction where an agent is demanding questionable terms or conditions.
  • Consumers having difficulty with a loan servicer.
  • Consumers having difficulty with a subdivider.
  • Consumers having difficulties with timeshare sellers or operators.
  • Consumers having homeowner association issues while the Department still has jurisdiction over the subdividers.

Complaint Resolution Program Contact:

While the Department may not have all the remedies and the ability to compel cooperation, it has elicited a great amount of cooperation from licensees when facilitating resolutions to simple disputes or minor issues. If the Complaint Resolution Program can be of service to you, please do not hesitate to contact us.

Enforcement
  • Northern Region: (916) 576-8407
  • Southern Region: (213) 576-6885
Mortgage Loan Activities Unit
  • State Wide: (916) 576-8491
Subdivisions
  • State Wide: (213) 576-6942
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