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

Christopher Walkey

Founder of Estate Agent Networking. Internationally invited speaker on how to build online target audiences using Social Media. Writes about UK property prices, housing, politics and affordable homes.

You May Also Enjoy

Planning disputes on new build land
Estate Agent Talk

Planning consultations for major infrastructure to be streamlined

Robert Bruce, a planning and infrastructure partner at law firm Freeths LLP, said he: “Welcomed the change as a significant step to speeding up the DCO process and the focus on the quality and effectiveness of the consultation, rather than box ticking and a risk averse approach to pre-application consultation due to the current legal…
Read More
Breaking News

‘The property ladder pulls further away’ warns Open Property Group

For many first-time buyers across England, the dream of homeownership continues to slip further out of reach. Despite rising wages, soaring house prices are making it harder than ever to get on the property ladder. A leading UK professional house buying company ‘Open Property Group’ based in Buckinghamshire UK, has raised concerns over the ongoing…
Read More
Estate Agent Talk

How Long It Takes to Buy a House in the UK: 5 Common Delays That Can Slow Down Your Home Purchase

Wondering how long it takes to buy a house in the UK? The average timeline ranges from 8 to 22 weeks, but even that can stretch significantly due to unexpected delays, especially if you’re a first-time buyer or caught in a chain. That’s why working with experienced professionals like Belvoir — one of the UK’s…
Read More
Love or Hate Rightmove
Breaking News

Rightmove to host Renters’ Rights Bill webinar with Guild of Lettings

Rightmove is hosting a live and interactive webinar session with the Guild of Lettings to help agents get Renters’ Rights Ready. The webinar will take place from 10:00am – 11:00am on Wednesday 23rd April. Susie Crolla, Managing Director for the Guild of Lettings, will be joining Rightmove to help agents with questions they may have about…
Read More
Breaking News

Mortgage completions surged 50 per cent in March amid race to avoid higher stamp duty

March saw highest volume of mortgage completions recorded since September 2021 Homebuyers report now needing an additional £13,530 on top of the property price to cover taxes and fees Three in four have seen housing costs rise, up £126 on average per month Renters’ confidence in their ability to purchase a property within five years…
Read More
Love or Hate Rightmove
Breaking News

Average two-year fixed mortgage rate for 60% LTV now cheaper than five-year rate

The average two-year fixed mortgage rate for those with a 40% deposit (60% LTV) is now cheaper than the average five-year fixed equivalent, the first time this has happened since the mini-Budget The average two-year fixed, 60% LTV mortgage rate is now 4.18%, while the five-year equivalent is 4.19% The gap between average two-year fixed…
Read More