Agents

Are you an agent who has spotted a problem?

Before sending your complaint to us we ask that you write to the member. If you cannot resolve the matter and need to progress your complaint through Propertymark please complete our Complaint Form.

Please note that if your complaint is about a member who is an employee of a company we are able to investigate the complaint but are unable to consider matters that may be the responsibility of the company.

We will investigate:

  • A member that fails to use an internal complaints procedure
  • Misuse of clients' money
  • Failure to uphold high standards of ethical and professional practice
  • Failure to protect and promote clients’ interests
  • Conflicts of interest
  • Failure to answer correspondence
  • Any act of dishonesty or conviction of a criminal offence.

We cannot investigate:

  • Any agent who is not a member
  • Inter-agency fee disputes
  • Non-payment of contractual services

Complaint Form

Complaints Process

Propertymark agents must meet higher standards than the law demands to be members of Propertymark but if you do have a complaint you can follow this process.

1. Use the agent's internal complaints procedure

Ask the agency (or browse their website) for a copy of their internal complaints procedure, this will outline how to make a complaint to the agency. Make your complaint in writing, keep copies and ask them to confirm in writing:

  • The name of the person at the agency who is handling your complaint.
  • What they propose to do to resolve your complaint and when they'll do it.

You should receive a response within 15 days of making your written complaint.

2. Contact the relevant independent redress scheme

If your complaint has not been resolved by the agent, you are confident that your issue has been understood and that you have given the agent a fair chance to resolve it then you should contact their relevant redress scheme.

Estate agents and letting agents are legally required to belong to a government approved redress scheme. The primary aim of these organisations is to independently evaluate evidence of complaints. Check the agent’s website to find out which scheme they belong to. More info...

3. Send your complaint to Propertymark

If step one and step two haven't satisfactorily dealt with your complaint then provided the agent is one of our members you can send your complaint to us.

We will investigate

We will investigate complaints against our members where there is evidence the agent has breached our Conduct and Membership Rules. Examples of this are:

  • Failure to use an internal complaints procedure
  • Misuse of client money
  • Failure to uphold high standards of ethical and professional practice
  • Failure to protect and promote clients’ interests
  • Conflicts of interest
  • Failure to answer correspondence
  • Any act of dishonesty or conviction of a criminal offence.

We cannot investigate

  • An agent who is not a member, use Find an Expert to see if your agent is a member
  • Complaints about tenancy deposits

Make a complaint

To make a complaint against one of our members and to help us begin our investigation, please complete our Complaint Form. 

Complaint Form

What happens next?

What happens next will depend on whether or not the complaint is to be set down for a disciplinary hearing. Some cases do not require a hearing and you will be informed of the outcome in writing. It may be that there is insufficient evidence to proceed with the complaint and the case would be closed with no further action.

In cases where we consider there to be sufficient evidence a disciplinary hearing will take place.
More info...

Agents

Are you an agent who has spotted a problem?

Before sending your complaint to us we ask that you write to the member. If you cannot resolve the matter and need to progress your complaint through Propertymark please complete our Complaint Form.

Please note that if your complaint is about a member who is an employee of a company we are able to investigate the complaint but are unable to consider matters that may be the responsibility of the company.

We will investigate:

  • A member that fails to use an internal complaints procedure
  • Misuse of clients' money
  • Failure to uphold high standards of ethical and professional practice
  • Failure to protect and promote clients’ interests
  • Conflicts of interest
  • Failure to answer correspondence
  • Any act of dishonesty or conviction of a criminal offence.

We cannot investigate:

  • Any agent who is not a member
  • Inter-agency fee disputes
  • Non-payment of contractual services

Complaint Form