How to make a complaint

If you are unhappy with the service you’ve received from a property agent, there is a clear two-step process you can follow to raise your concerns. If the agent is certified and accredited by Propertymark, and the issue remains unresolved, you can escalate the matter to us for further investigation.

1. Speak to your agent

As with any complaint, if you are unhappy with a company's service, you should first contact them about the problem. This gives the agent a chance to put the situation right and is the fastest route to getting your complaint solved.

All agencies must provide a complaints procedure for their business by law, ask them for a copy directly if you can not find it on their website.

It's best to put your complaint in writing and you should receive a response within 15 days. Keep copies of any correspondence and ask them to confirm:

Who is handling your complaint
What they propose to do to resolve it
How long it will take to resolve

2. Contact the Independent Redress Scheme

It is a legal requirement for property agents to belong to a Government-approved independent redress scheme. There are two redress schemes to be aware of: The Property Ombudsman (TPO) and Property Redress.

Most agents will display their scheme membership on their website, or they should be able to provide this information when asked. If your complaint has not been resolved by the agent—having been given a reasonable time to do so—then you should contact the redress scheme.

Redress schemes have the authority to ensure that the agent takes action to remedy any problem arising from a complaint. If the redress scheme supports your complaint, they can also impose that the agent grant you compensation.

The Property Ombudsman (TPO)

TPO is a not-for-profit independent company which has been providing consumers with a dispute resolution service since 1990.

Property Redress

Property Redress were authorised by the Government in 2014 to provide an impartial service that considers a variety of complaints about property related issues.

Send your complaint to Propertymark

If neither the agent nor the independent redress scheme has resolved your complaint satisfactorily, and the agent is a Propertymark member, you can escalate the matter to us. We will investigate where there is evidence that the agent has breached our Conduct and Membership Rules. Download the Propertymark complaint form to begin.

Is your agent certified and accredited by Propertymark?

What we will investigate:

Failure to provide a 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:

Anyone who is not a member

Tenancy deposit disputes

What happens next?

With complaints investigated by Propertymark, the next steps depend on whether it proceeds to a disciplinary hearing. Some complaints may be resolved without a hearing, in which case you will be notified of the outcome in writing. If there is sufficient evidence to proceed, a disciplinary hearing will be held before an independent tribunal panel.

Typical timescales

Once we have received your complaint we try to work within the following timescales:

Day 1: Complaint Form and associated information and evidence received, which must include evidence that the member’s internal complaints procedure has been used and completed, if applicable.
Day 7: This information is copied to the member and they must respond in writing to Propertymark within 21 days of the information being sent to them.
Day 28: Complainant provided with the member’s response, if applicable.
Day 130: Propertymark completes its assessment of the case.

Things may move quicker if replies are received from complainants and/or the agents sooner. However, they may also be reasonably delayed varied in exceptional circumstances.

Assessment of the complaint

Once we have received all the evidence and fully reviewed the case there can be the following outcomes:

We can’t support the case because the complainant has not used and completed the members’ internal complaints process, there is no case to answer, or we do not have enough evidence to move forward;
The member admits breaches with our membership and conduct rules and we use our own powers to conclude the case; or
A formal disciplinary hearing in front of an independent tribunal is brought against the member by Propertymark.

Possible outcomes

If we support your case the following actions may be taken against the member, depending on the severity of the issue:

A caution;
A formal warning;
That an independent accounts inspection and report be carried out at the members expense;
A fine not exceeding £5000 for every rule breached (not every sub rule breached), including for failure to co-operate in a disciplinary investigation. For the breaches of the specific Anti Money Laundering rules the maximum level of penalty is €5 million.
Expulsion from membership. Fines may be applied in addition to expulsion.

Trading Standards and other regulatory bodies may be informed about findings which relate to any area of the property sector.

Client Money Protection (CMP) application for reimbursement

Client Money Protection (CMP) is a scheme that reimburses landlords and tenants should an agent misappropriate rent or other client funds.

Professional standards

We promote higher professional standards and the law demands. Propertymark members voluntarily commit to providing exceptional service and to ensure they are at the forefront of the industry.

Property logos explained

Logos displayed in branch windows and on websites represent various schemes which that particular agent belongs to. Some schemes are a legal requirement and others are voluntary, so what do they actually mean?

Latest disciplinary action

Propertymark disciplinary hearings take place when a serious breach of our Conduct and Membership Rules is identified. A tribunal carefully considers the evidence and, if a breach is upheld, will issue appropriate sanctions against the member.

21 Nov 2024

Mr Liam Liskus

A Disciplinary Tribunal of Propertymark Limited was convened on 21 November 2024 to consider the case against Mr Liam Liskus.

View more reports

How to make a complaint

1. Speak to your agent

2. Contact the Independent Redress Scheme

Send your complaint to Propertymark

Is your agent certified and accredited by Propertymark?

What we will investigate:

We cannot investigate:

What happens next?

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