In 2025, auctions made up just over 2% of UK residential property sales, but accounted for 9% of the residential sales complaints received by TPO. Buyers and prospective buyers were significantly more likely to complain than sellers. The Modern Method of Auction (MMoA) can be a particular source of confusion because it may look similar to a traditional estate agency sale, while involving different fees, deadlines, and commitment points.
The findings should not be seen as a criticism of auctions as a route to market. Instead, they show the importance of professional standards and clear processes, especially for new consumers engaging with the sector.
Professional auctioneers have a key role
Consumers need to understand the auction route before they commit. This includes:
- using plain English
- making the point of commitment impossible to miss
- explaining fees clearly
- highlighting key risks in legal packs and marketing material
- encouraging buyers and sellers to ask questions before proceeding
Auctioneers should also be alert to vulnerability. Some sellers may be distressed, inexperienced, or under pressure, and some buyers may assume an auction works like a standard estate agency sale. In those cases, extra care should be taken to explain the process and recommend independent professional advice where appropriate.
Information must be understood, not just available
TPO’s casework found that some businesses relied on legal packs, reservation agreements, sales particulars, or standard warnings being available to consumers, even where the key risks were not clearly highlighted before the consumer committed. This matters because auction buyers may make decisions quickly and could face financial or legal consequences earlier than they would in a traditional private treaty sale.
Auctioneers and agents should not assume that consumers understand the differences between auction and traditional sales routes. TPO recommends that auctioneers provide front-loaded key facts, including the type of auction, when financial and legal commitment will occur, what fees are payable, who pays them, and what happens if the sale does not proceed.
This aligns with Propertymark’s position that the homebuying and selling process needs greater consistency and transparency. We have previously called for clearer processes, better upfront information, and more consistent standards across the sectors involved in property transactions.
Reservation fees remain a major complaint issue
Reservation fees are one of the most common sources of auction disputes, particularly in MMOA transactions.
TPO identified complaints where buyers believed that the fee would be applied towards the purchase price, would be refundable if the transaction did not complete, or had not been clearly explained. Other complaints arose where consumers said they did not understand what would happen if finance was not arranged in time, if deadlines were extended, or if the seller withdrew.
Auction providers should treat reservation fees as a high-risk consumer issue and provide clear written and verbal explanations of when a refund will and won’t be given, the consequences of seller withdrawal or failure to secure finance, and how extensions are handled before taking payment.
This is especially important for consumers who are not professional investors and may not have used an auction before. A reservation fee can be a significant financial commitment on top of the purchase price, so consumers must be given clear information before they bid or reserve.
Robust checks before marketing are essential
Misleading information can have serious consequences because auction buyers may act quickly and commit money before they have the chance to reassess.
TPO highlights risks around inaccurate photographs, rental income details, tenancies, conflicts of interest, mortgageability, and non-standard construction. Disclaimers and buyer due diligence obligations do not remove the need for businesses to present material information fairly and transparently. Details should be verified as far as possible, sellers and their solicitors should be asked to confirm material facts, and any changes should be made clear to interested parties as soon as possible.
This reflects the standards expected of professional auctioneers. Propertymark has adopted RICS’ professional standard for Auctioneers selling real estate as our benchmark for best practice. The Standard emphasises fairness, transparency, truthful marketing, clear communication, conflict management and the need for accurate auction particulars.
Consumers need practical guidance before they bid or list
TPO has published consumer guidance for auctioneers to share with people buying and selling property at auction, produced with support from Propertymark. The guidance explains the difference between traditional auctions and MMoA, what checks should be completed, how legal packs work, and what consumers should understand before bidding or listing.
TPO guide to buying your home at auction →
TPO guide to selling your home at auction →
Property auctions help give buyers and sellers an alternative method to buy and sell property. Traditionally, auctioneering has always presented a robust method for those who either want or need to complete a property transaction within a strict timeframe.
The profession has evolved immensely over the last few years, embracing new ways of thinking and innovative technology to assist both buyers and sellers. However, it is important that the sector is open and receptive to concerns at every opportunity to maintain a consumer-centric focus and to ensure needs are not just met but ideally exceeded.
