1. Speak to your agent first

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 schemes to look our for: The Property Ombudsman (TPO) and Property Redress Scheme (PRS) and most agents display which one they belong to on their website.

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 Scheme (PRS)

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

3. Send your complaint to Propertymark

If neither the agent or independent redress scheme have provided a satisfactory outcome to your complaint then, provided the agent is one of our members, you can send your complaint to us. 

We will investigate complaints against our members where there is evidence that the agent has breached our conduct and membership rules.

Are they a member? 
  • 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
  • Anyone who is not a member
  • Tenancy deposit disputes
Complaint form

To make a complaint against one of our members, please complete and return our Complaint Form.

Client Money Protection applications

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?

What happens next?

The next steps will depend on whether the complaint leads to a disciplinary hearing. Some cases do not require a hearing and you will be informed of the outcome in writing. In cases with sufficient evidence, a disciplinary hearing with an independent tribunal panel will take place.

Latest disciplinary report

Disciplinary hearings take place when serious breaches of our conduct and membership rules occur A tribunal will consider the case and will impose sanctions if the member is found to have breached our rules.

21 Jul 2021
Mr Graham Harrison MARLA & Mr Tim Van Der Schyff ANAEA (Appealed)

A disciplinary tribunal was convened on 26 January 2021. A further appeal tribunal was convened on 21 July 2021 to consider the case of Mr G Harrison & Mr T Van Der Schyff from TRSL Limited t/a Townends.

View more reports