Can I complain about my estate agent, and what can I get?
Published 13 July 2026 · 6 min read · By Evren Ergin
Yes. Every UK estate agent that sells homes must by law belong to a free, independent redress scheme, so if yours has treated you unfairly you complain to the agent first in writing, then escalate to their ombudsman if it is not resolved within eight weeks.
TL;DR
- •Estate agents that sell homes must by law belong to one of two government-approved redress schemes: The Property Ombudsman or the Property Redress Scheme.
- •Complain to the agent in writing first; they must give a full response, and you allow up to eight weeks before escalating.
- •If you are still unhappy, refer the complaint to their ombudsman within twelve months, for free.
- •The Property Ombudsman can award up to £25,000, though most awards are far smaller, typically £100 to £500 for distress and inconvenience.
A redress scheme is an independent service that reviews complaints about property agents and can order the agent to put things right. Membership is not optional. Under the Consumers, Estate Agents and Redress Act 2007, any agent offering estate agency work to sellers must belong to one, and trading standards can ban an agent that does not.
What can I actually complain about?
You can complain about how the agent handled your sale, not simply because you are unhappy with the outcome. The complaint needs to point to something the agent did wrong or failed to do.
- Failing to pass on offers you should have seen.
- Misleading you about a valuation, the fees, or the sale in order to win or keep your business.
- Poor communication or long silences that cost you time or money.
- Breaching their own terms of business or the industry code of practice.
- Errors in the particulars or the marketing of your home.
How do I complain, step by step?
1. Put it in writing
Send a clear written complaint to the agent, marked as a formal complaint, setting out what went wrong and what you want done about it.
2. Give them time to respond
The agent should acknowledge your complaint within a few working days and provide a full, final response. You allow up to eight weeks for this.
3. Ask for their final response in writing
If they reply, ask for a written final response, sometimes called a deadlock letter, which confirms their position and your right to take it further.
4. Escalate to their ombudsman
If eight weeks pass with no resolution, or you receive a final response you are not happy with, refer the complaint to the agent's redress scheme within twelve months. It is free.
5. Submit your evidence
Send the ombudsman your complaint, the agent's responses, and any emails, valuations, or contracts. The ombudsman reviews both sides and issues a decision.
Which redress scheme is my agent in?
There are two government-approved schemes: The Property Ombudsman (TPO) and the Property Redress Scheme (PRS). Your agent must display which one it belongs to on its website and in its office. If you cannot find it, ask the agent directly, or check each scheme's online membership list.
How much compensation can I get?
Compensation is not automatic, and the redress scheme cannot fine an agent or force it out of business. What it can do is order an apology, order the agent to correct something, and make a compensatory award for financial loss or for the distress and inconvenience caused. The Property Ombudsman can award up to £25,000, but that ceiling is rare and reserved for significant, proven financial loss. In everyday cases the figures are much smaller.
Estate agent redress at a glance (2026)
| Point | Detail |
|---|---|
| Is membership required? | Yes, by law, for any agent selling homes |
| The two approved schemes | The Property Ombudsman (TPO) and the Property Redress Scheme (PRS) |
| Cost to complain | Free to the consumer |
| Time limit to escalate | Within 12 months of the agent's final response |
| Maximum TPO award | £25,000 (rare, for significant proven financial loss) |
| Typical award | £100 to £500 for distress and inconvenience |
Can I stop paying my estate agent if I complain?
No. A complaint does not cancel your contract or your obligation to pay a fee you have agreed to. If you want to leave the agent, check your agreement for the tie-in period and notice terms first, because withholding a fee you owe can lead to a separate dispute.
Does the ombudsman's decision force the agent to pay?
If you accept the ombudsman's final decision, it is binding on the agent, and scheme members agree to comply with awards. If you reject it, you keep your right to go to court instead.
What if my agent is not in a redress scheme?
Any agent selling homes that is not registered with an approved scheme is breaking the law. Report it to your local trading standards office, which can issue a banning order and a fine.
How long does an ombudsman complaint take?
It varies by case and by scheme, but a decision usually takes a number of weeks to a few months once the agent's own process is complete and both sides have submitted their evidence.
The strongest protection against a bad experience is choosing the right agent before you commit. ValuQ gives UK homeowners free, side-by-side property valuations from competing local estate agents, so you can compare how each one values your home, what it charges, and how it plans to sell, all on one screen, before you pick anyone.
Sources
- [1]The Property Ombudsman, Scheme Terms of Reference (March 2026) · 2026-03-01 · https://www.tpos.co.uk/wp-content/uploads/2026/03/TPOE31-8-The-Property-Ombudsman-Scheme-Terms-of-Reference-March-2026.pdf
- [2]The Property Ombudsman, How it works · 2026-03-01 · https://www.tpos.co.uk/consumers/how-it-works/
- [3]The Property Ombudsman, Make a complaint · 2026-03-01 · https://www.tpos.co.uk/consumers/make-a-complaint/
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