Where do I Lodge a Complaint Against an Estate Agent?
Even though estate agents seem to get a fair amount of bad press and certainly referenced in many sales themed jokes, with the amount of transactions that take place annually and the size of transactions they are entrusted with, it really is a mostly safe and trustworthy profession to use when it comes to buying / selling property. To be honest, without estate agents the process of property sales would be an awful lot harder and especially taking in to account all the behind the scenes work an estate agency has to carry out to complete a successful ‘sale’.
In recent years the whole estate agency industry has tightened up its regulatory belt and the service you can expect is much higher than in previous years / generations. Though you do not need any qualifications in order to become an estate agent, there are standards which you must adhere to and certainly when it comes to customer satisfaction and not misleading buyers / sellers.
As a consumer looking to engage with an estate agency, it does pay you to do your prior research, in the age of internet and the likes of review websites, you can simply go online and get a better understanding of how each ranks by previous customers comments / ratings.
Initially, from your estate agency, you should expect the following:
Fees: These should be clearly put to you and in writing prior to you instructing them / signing any paperwork. Full explanation of the terms such as ‘sole selling rights’, ‘sole agency’, or ‘ready, willing, and able purchaser’ should be clearly made including terms / costings of signing contracts. Any fees, especially prior fees, should be clearly stated.
Code of conduct: From being honest with property descriptions to valuations, an estate agency must provide unbiased and accurate information. They must treat you with respect and act within your pace and make sure you are fully understanding of each sales / purchase process. They should show no bias, they need to put forward all communications between parties (including offers) and should not advise you on any elements outside of their profession (ie skipping surveys).
How do I make an complaint against my estate agency?
When the situation arises that you need to make a complaint against your estate agent then the best place to start is directly with your estate agency. This might sound obvious, but most complaints are resolved this way as no estate agency wants a dissatisfied client and / or negative feedback.
If a complaint is not resolved at this level then you have the right to take things further and this means contacting the regulatory group / company / body that the estate agency is working under (ie National Association of Estate Agents (NAEA), Royal Institute of Chartered Surveyors (RICS) or Property Ombudsman) and initiate a complaint with them. You should have as much evidence as possible and provide all the details that are requested of you – At this stage they will act as an intermediary to communicate between you / the estate agency in order to resolve a satisfactory conclusion. If the complaint is of a serious nature then more intense investigations will take place via the ‘regulatory body’ with even legal or criminal actions taking place.
Most times a sincere apology or a reduction in agency fees is the solution up to a smaller fee compensation. Rarer, though still a possibility, would be large sum compensations, legal actions, media / press shaming and even suspension / fines.
Title image credit Pixabay
You May Also Enjoy
The Compliance Curve: Meeting Landlord Safety Standards Through Smart Heating Upgrades
Government confirms ban on no fault evictions to begin in May
Landlords must ‘act quickly’ after Renters Rights Act launch date is announced
Landlord EICRs Compliance in 2026: EICR Rules, Costs & Risks — Interview with Ethem from Efficient Home Energy
Mortgage arrears and possessions Q3 2025
