How to Complain About an Estate Agent in the UK (Step by Step)
Buying or selling a home is stressful enough without an estate agent who ignores calls, misrepresents a property, or fails to act in your best interest. If you've faced poor service, hidden fees, or unethical practices, you have the right to complain—and get results. Whether it’s a misunderstanding or a serious breach of standards, taking the right steps can help resolve the issue quickly.
Don’t let bad service slide - here’s how to handle it:
- Raise the issue in writing and set a clear deadline for a response.
- Use the agent’s complaints procedure before escalating further.
- If ignored, escalate to a redress scheme, Trading Standards, or legal action.
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- How to Complain About an Estate Agent
- Raise a Formal Complaint With the Agency
- How to Escalate Your Complaint to a Redress Scheme
- Reporting an Estate Agent to Trading Standards
- Our Experience: How We Help When Estate Agents Let You Down
- Avoid the Hassle – Sell Your Home Without an Estate Agent
- Frequently Asked Questions
How to Complain About an Estate Agent
If you're unhappy with your estate agent’s service, following the right complaint process ensures your concerns are taken seriously. Whether it’s poor communication, misleading information, or hidden fees, start by raising the issue directly before escalating further.
Step-by-Step Guide
- Put It in Writing: Email or send a letter outlining your complaint. Stick to the facts and include key details (dates, broken promises, lack of action).
- Gather Evidence: Keep a record of all emails, contracts, messages, or photos that support your case.
- Set a Deadline: Give the agent a clear timeframe (e.g., 5-7 working days) to respond and resolve the issue.
- Request Their Complaints Procedure: All estate agents are legally required to have one. Ask for it and follow the steps outlined.
- Stay Professional: Keep your complaint clear and solution-focused, avoiding emotional or aggressive language.
- Follow-up: If you don’t get a response within the deadline, escalate to a redress scheme or Trading Standards.
Who Are You Complaining About?
Not all property agents operate the same way, so knowing who you’re dealing with helps you take the right steps:
- Estate Agents: Handle buying and selling homes. Complaints often involve misrepresentation, delays, or unfair bidding practices.
- Letting Agents: Manage rental properties on behalf of landlords. Issues may include deposit disputes, ignored repairs, or hidden fees.
- Managing Agents: Oversee leasehold properties and communal areas. Complaints often relate to poor maintenance, excessive service charges, or mismanagement of funds.
No matter which type of agent you're dealing with, following the complaint process step by step gives you the best chance of getting the issue resolved. If they ignore your complaint, you have options to escalate and take action.
Related Read: How to check if a company is reliable
Raise a Formal Complaint With the Agency
If you’ve already tried contacting the agent directly and they haven’t resolved your issue, the next step is to submit a formal complaint through their official complaints procedure. Estate agents in the UK must have a structured process for handling complaints, and you’ll need to follow this before taking things further.
How to Submit a Formal Complaint about your Agent
- Request the Agency’s Complaints Procedure: All estate agents are legally required to have one. You can ask them directly or check their website.
- Write a Clear, Formal Complaint: Stick to the facts and include:
- Your full name & contact details
- A timeline of events (e.g., dates of issues, broken promises, delays)
- Evidence (emails, contracts, photos, or any proof of poor service)
- The resolution you expect (e.g., refund, apology, corrective action)
- Submit via the Agency’s Preferred Method: Most agencies accept complaints via email or letter. Always keep a copy for your records.
- Wait for Their Response: The agency should acknowledge your complaint within a few days and provide a final response within 15 working days.
- Follow Up If Needed: If they fail to respond within their stated timeframe, send a written reminder and request an update.
What Happens Next?
- If the agent resolves your complaint, no further action is needed.
- If they ignore you or refuse to help, it’s time to escalate the complaint to a redress scheme.
How to Escalate Your Complaint to a Redress Scheme
According to the English Housing Survey 2021-2022, 34% of private renters considering making a complaint chose to direct it to their estate agent. This is why it's essential to understand how to escalate an issue if the estate agent does not resolve it.
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Find Out Which Scheme Your Estate Agent Belongs To
- This should be listed on their website, complaints procedure, or marketing materials.
- If unsure, use TPO’s or PRS’s online search tools or ask the agent directly.
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Submit Your Complaint Online
- Visit The Property Ombudsman (www.tpos.co.uk) or The Property Redress Scheme (www.theprs.co.uk).
- Fill out the online complaint form and upload supporting documents.
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Include the Required Evidence
- A copy of your formal complaint letter to the estate agent.
- Their response (or proof that they ignored you).
- Any emails, contracts, or documents supporting your claim.
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Wait for the Investigation
- Redress schemes usually respond within a few weeks and complete investigations in 8-12 weeks (sometimes longer for complex cases).
- They will contact the estate agent for their side of the story before making a decision.
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Receive a Decision
- If the redress scheme rules in your favour, the estate agent may be ordered to compensate you, issue an apology, or take corrective action.
- If the agent ignores the decision, they can face fines or even expulsion from the scheme, affecting their ability to operate legally.
What If the Agent Still Won’t Cooperate?
If the agent refuses to follow the redress scheme’s decision, you may need to take further action, such as reporting them to Trading Standards or pursuing legal action.
Expert advice from our property expert Paul Gibbens
"I recently had a customer call us, frustrated that their estate agent had ignored their complaint for weeks. They weren’t sure what to do next or whether a redress scheme could actually help. The key thing to remember is that estate agents must be registered with either The Property Ombudsman (TPO) or The Property Redress Scheme (PRS), and these organisations have the power to hold them accountable.
From my experience, the best approach is to submit a clear, well-documented complaint with all the necessary evidence upfront—this speeds up the process and strengthens your case. If the agent still refuses to comply with the redress scheme’s ruling, reporting them to Trading Standards ensures they don’t get away with poor service or unethical behaviour. Taking these steps can make a real difference in getting the resolution you deserve."
Reporting an Estate Agent to Trading Standards
If an estate agent has misled you, broken consumer protection laws, or engaged in unfair business practices, you can report them to Trading Standards. This is the right step if the agent’s actions go beyond poor service and involve fraud, hidden fees, false advertising, or illegal practices.
When to Report an Estate Agent to Trading Standards
You should escalate your complaint if the estate agent has:
- Misrepresented a property (e.g., advertising false details about size, condition, or features).
- Hidden fees or extra charges that weren’t disclosed upfront.
- Failed to pass on offers to the seller, violating their legal duty.
- Used high-pressure sales tactics to rush decisions.
- Ignored their redress scheme ruling, refusing to pay compensation or correct wrongdoing.
How to Report an Estate Agent to Trading Standards
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Gather Evidence
- Keep copies of advertisements, contracts, emails, and messages showing false information or unfair practices.
- Take screenshots of hidden fees that were only disclosed later.
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Report the Issue via Citizens Advice
- Trading Standards doesn’t take direct complaints—you must first report the issue to Citizens Advice:
- Online: www.citizensadvice.org.uk
- Phone: 0808 223 1133
- They will assess your complaint and forward it to Trading Standards if it involves illegal activity.
- Trading Standards doesn’t take direct complaints—you must first report the issue to Citizens Advice:
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Trading Standards Investigation
- If Trading Standards takes up your case, they may:
- Fine or prosecute the estate agent for breaking the law.
- Issue warnings or force them to change their practices.
- Ban them from operating if serious violations are found.
- If Trading Standards takes up your case, they may:
We recently helped a homeowner who was fed up with their estate agents not being able to sell their property - here’s how they avoided further stress and got a quick, guaranteed sale instead:
Click here to read the full Coventry success story
Our Experience: How We Help When Estate Agents Let You Down
At Housebuyers4u, we've spent over a decade helping homeowners who have been let down by traditional estate agents. After assisting thousands of frustrated sellers, we've developed a deep understanding of the common issues people face—and proven solutions to overcome them.
The Estate Agent Problems We See Daily
In our experience, these are the most common complaints we hear from sellers who come to us after negative experiences with estate agents:
- Properties sitting unsold for months with little to no viewings or feedback
- Poor communication with calls and emails going unanswered for days
- Misleading valuations that are unrealistically high to win listings
- Hidden fees that emerge only when it's time to complete
- Sale chains collapsing at the last minute, leaving sellers in limbo
Avoid the Hassle – Sell Your Home Without an Estate Agent
If you're tired of dealing with unresponsive estate agents, hidden fees, and unnecessary delays, there’s a faster, stress-free alternative. We are a house buying company that buys properties directly for cash, giving you a guaranteed sale without the headaches.
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Skip the complaints and take control of your sale. Get a free, no-obligation cash offer from Housebuyers4u today.
