How We Protect You

Selecting an agent is fundamental to your ongoing sales or letting experience, the costs involved and how effective communications will be. With a myriad of advice from conflicting sources, consumers are confused about who to trust and cannot be sure they are dealing with a professional. 

Propertymark offers consistently high standards, holding our members accountable in order to protect consumers and their money. Consumers know that the Propertymark Protected logo guarantees that they and their money are safe.

Propertymark expect far higher standards than the law demands and we campaign for more laws and enforcement to regulate the sector. Estate agents, letting agents, auctioneers and valuers who display the ‘Propertymark Protected’ logo actively ensure maximum protection for their clients. By using a Propertymark Protected agent, you have the peace of mind that you and your money are safeguarded by Propertymark’s Client Money Protection (CMP) scheme*.

The Propertymark website allows you to search for estate and letting agents, auctioneers, valuers and inventory providers who have opted for regulation in an unregulated sector and are therefore ideal partners to work with you, whatever your property search.

Make sure you are Propertymark Protected

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Use the links below to download our leaflets which explain how we protect you and why you should use a Propertymark Protected expert.

NAEA Propertymark Protected Experts

Estate Agents

Using a NAEA Propertymark estate agent guarantees that you're consulting with a professional agent who can give you up-to-date advice and guidance. Read more...

ARLA Propertymark Protected Agents

Letting Agents

Whether you have a property to rent out or are searching for a home, you need an agent that you can trust and rely on when issues arise. Read more...

NAVA Propertymark Protected Experts

Auctioneers and Valuers

Using a NAVA Propertymark valuer or auctioneer provides reassurance as they belong to a professional body which expects the highest standards of service. Read more...

What If Things Go Wrong?

Being Propertymark Protected guarantees higher standards than the law demands but if things do go wrong you will be protected. All Propertymark Protected agents work to high standards and take ongoing training; where they handle client money it is managed according to the requirements of the Membership and Conduct Rules.

If you do need to complain there is a clear process to follow:

1

All Propertymark Protected agents must have a complaints procedure. Make sure that you allow the company to address your concerns through this first.

2

All agents must belong to an independent redress scheme, check which scheme they belong to and report your issues for investigation.

3

Propertymark will then investigate the agent’s conduct against their commitment as a member. Members who breach the Propertymark Membership and Conduct Rules may have cases heard by a Tribunal Panel and can be subject to financial penalty or expulsion.

View our full complaints process

Protecting Your Money

Our Client Money Protection (CMP) Scheme provides compensation to you if you are a landlord, tenant or other agency client and your Propertymark Protected agent has misappropriated your rent, deposit or other client money. As a professional body, we're raising standards in the industry and the CMP Scheme is in integral to the protection we provide. This is why it’s compulsory for all Propertymark Protected members. If you feel your agent has misappropriated your money find out you can apply for compensation.

Learn more about CMP