A REALTOR® is more than a real estate agent; REALTORS® has training in ethics for both their dealings with the public and with the real estate community. The REALTOR® Code of Ethics is the cornerstone of the National Association of REALTORS®.  It guides REALTORS® and also shows the public the level of commitment, education, and dedication to their profession that each member of the National Association of REALTORS® possesses.

What to do if you have a complaint against a REALTOR® member? 

There are several solution-based programs available to you through the Jacksonville Board of REALTORS®.

The first step may be to open up a line of communication with your REALTOR® and/or their principal broker, setting forth your concerns and see if that might resolve the matter.  If you are still not satisfied, you may consider the Ombudsman Program or filing an Ethics Complaint.

The Jacksonville Board of REALTORS® Ombudsman Program:  This is an informal telephone mediation program to provide enhanced communication and initial problem-solving solutions for its members and the public.  The qualified Ombudsman acts as a communicator between the parties responding to a variety of inquiries and complaints, working with the parties in identifying the issues All matters are kept confidential. 


 Filing an Ethics Complaint

 If there is no resolution reached between parties with the Ombudsman Program, the Complainant may file an Ethics Complaint.  Boards and associations of REALTORS® are responsible for enforcing the REALTORS® Code of Ethics. The Code of Ethics imposes duties above and in addition to those imposed by law or regulation which apply only to real estate professionals who are REALTORS®.

The Process Resources

If you believe that a REALTOR® member has violated one or more articles of the Code of Ethics, you can file an Ethics Complaint. 

How the Ethics Complaint Process Works
Professional Standards Flow Chart
Before You File an Ethics Complaint
Ethics Complaint, Form #E1 (will automatically send to Administrator)
Remember to attached your documentation 
(if you have trouble accessing the form, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.)
Code of Ethics
Code of Ethics Color Poster

The Code of Ethics in English is the only official version for purposes of enforcement.

The Code is designed to establish a public and professional consensus against which the practice and conduct of REALTORS® and REALTOR-ASSOCIATE®s may be judged. Adherence to the Code is an obligation voluntarily accepted by REALTORS® and REALTOR-ASSOCIATE®s to ensure high standards of professional conduct to serve the interests of their clients and customers.

The Code is designed to establish a public and professional consensus against which the practice and conduct of REALTORS® and REALTOR-ASSOCIATE®s may be judged. Adherence to the Code is an obligation voluntarily accepted by REALTORS® and REALTOR-ASSOCIATE®s to ensure high standards of professional conduct to serve the interests of their clients and customers.

Code of Ethics Audio Clips
Code of Ethics – Translations

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Additional Resources 

   code enforcement       Mediation Buyers.Sellers        mediation        pledge of service

 


REALTOR® Only  Resources

Mediation ~ The Win-Win Solution ~

The first step in resolution is mediation.  The Jacksonville Board of REALTORS® requires mediation before an arbitration hearing.  Here's WHY...

With mediation, it's a win-win solution; in arbitration, only one winner; 
Mediation is less confrontational or 
adversarial than arbitration or litigation;
Mediation is more likely to allow the parties to maintain their amicable relationships;
By achieving a “win-win” result through mediation, all of the parties should feel that they are getting fair treatment;
Mediation is a streamlined process and less expensive than arbitration;
Mediation is more flexible than arbitration providing a casual forum in which the parties can design a creative resolution to their dispute.

NCR Legal Hotline - Your Free NCR Member Benefit
No Losers in Mediation
Benefits with Mediation Video   
 


~Arbitration ~

Arbitration is a program for broker members which provides a forum for resolving business (money) disputes in lieu of litigation.

Article 17

In the event of contractual disputes or specific non-contractual disputes as defined in Standard of Practice 17-4 between REALTORS® (principals) associated with different firms, arising out of their relationship as REALTORS®, the REALTORS® shall mediate the dispute if the Board requires its members to mediate. If the dispute is not resolved through mediation, or if mediation is not required, REALTORS® shall submit the dispute to arbitration in accordance with the policies of their Board rather than litigate the matter.

In the event clients of REALTORS® wish to mediate or arbitrate contractual disputes arising out of real estate transactions, REALTORS® shall mediate or arbitrate those disputes in accordance with the policies of the Board, provided the clients agree to be bound by any resulting agreement or award.

The obligation to participate in mediation or arbitration contemplated by this Article includes the obligation of REALTORS® (principals) to cause their firms to mediate or arbitrate and be bound by any resulting agreement or award. (Amended 1/12) [listen]

Case interpretations related to Article 17

Is your arbitration voluntary or mandatory?

Request and Agreement to Arbitration Form #A1 (will automatically send to Administrator) 
Remember to attach all documentation
If you have trouble accessing the form, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.