How to Complain About an Estate Agent: The Property Ombudsman or Property Redress Scheme?

Why You Have the Right to Complain

Every estate agent operating in England, Wales, and Scotland must by law belong to a government-approved redress scheme. This has been a legal requirement since 2014. If your agent is not a member of any scheme, they are breaking the law and you should report them to your local Trading Standards office as well as pursuing your complaint.

There are two approved schemes: The Property Ombudsman (TPO) and the Property Redress Scheme (PRS). Both are free to use for consumers and can award compensation of up to £25,000 (TPO) or £25,000 (PRS).

Step 1: Check Which Scheme Your Agent Belongs To

Before doing anything else, identify your agent's scheme membership. You can:

• Look for the TPO or PRS logo on their website, window signage, or correspondence
• Search the TPO member directory at tpos.co.uk
• Search the PRS register at theprs.co.uk
• Ask the agent directly — they are required to tell you

If the agent belongs to neither, contact Trading Standards immediately. This is a criminal offence under the Consumers, Estate Agents and Redress Act 2007.

Step 2: Exhaust the Agent's Internal Complaints Process First

Neither TPO nor PRS will accept your complaint until you have first completed the agent's own internal complaints procedure. This is a firm prerequisite.

Write a formal letter or email to the agent's senior manager or complaints officer. State clearly:

• What happened and when
• Which specific obligation or code of practice you believe was breached
• What outcome you are seeking (apology, compensation, or both)

Keep copies of every communication. If you use Property Passport UK, store all correspondence there so you have a timestamped, organised record.

The agent must respond within 8 weeks (this is the standard deadline used by both schemes). If they fail to respond, or their response is unsatisfactory, you can escalate.

Step 3: Obtain a Deadlock Letter or Wait 8 Weeks

You need one of two things before escalating:

1. A deadlock letter — a written statement from the agent confirming they cannot resolve your complaint to your satisfaction

2. Evidence that 8 weeks have passed since you first raised the complaint without resolution

Step 4: Submit to the Relevant Scheme

For TPO: Visit tpos.co.uk and complete the online complaint form. You must submit within 12 months of the agent's final response. Attach all supporting documents — quotes, correspondence, photographs, and any records from Property Passport UK.

For PRS: Visit theprs.co.uk/Consumer and submit your online complaint. The same 12-month time limit applies.

Both schemes will appoint a case handler who reviews the evidence from both sides. Neither scheme holds oral hearings — decisions are made on written evidence, so your documentation is crucial.

What Can You Claim?

Compensation is available for:

• Financial loss — for example, you paid for a service you did not receive
• Distress and inconvenience — awarded at the ombudsman's discretion, typically £100–£500 for moderate cases, more for severe ones
• Aggravated damages — where the agent's conduct was particularly poor

Awards are not legally binding in the same way a court judgment is, but agents must comply or face expulsion from the scheme — which would make it unlawful for them to operate.

Common Grounds for Complaint

• Misrepresentation of a property (incorrect floor area, wrong council tax band)
• Failure to pass on offers promptly
• Dual fee issues
• Failure to disclose a conflict of interest
• Poor management of viewings or referencing
• Inadequate marketing despite fees paid

Tips for a Strong Complaint

Keep your complaint factual and evidence-based. Ombudsmen are not sympathetic to emotional narratives without supporting evidence. Use a timeline format — date, what happened, what you expected. If Property Passport UK records show a document was received or a message was sent at a particular time, include that data.