Property Ombudsman Complaints UK: How to Raise One

Overview

The Property Ombudsman is a not-for-profit body that looks into disputes between consumers and property professionals across sales, lettings, and residential leasehold management. It operates under a Code of Practice that member agents agree to follow, and its decisions, once accepted by the complainant, are binding on the agent.

The Property Redress Scheme performs a similar function and is also government-approved, though it is run as a private company. Both schemes handle the kinds of grievances that don't really warrant a court case but still leave someone feeling let down or out of pocket.

Typical examples include poor communication during a sale, misleading property particulars, hidden charges, delays in passing on offers, mishandling of deposits or rent, and failures in how a tenanted property has been looked after. Before either scheme will step in, you normally need to have raised the issue with the agent first and given them a reasonable window, usually around eight weeks, to put things right themselves.

Key steps

1. Raise it with the agent first. Put your complaint in writing to the agent, setting out what went wrong, when it happened, and what you'd like them to do about it. Ask for a copy of their internal complaints procedure and follow the stages they set out. Most agents get one chance to respond before the ombudsman will look at it.
2. Wait for a final response or the eight week mark. The scheme will expect the agent to have had a fair opportunity to resolve things. If the agent issues a final response letter (sometimes called a deadlock letter) you can go to the ombudsman straight away. Otherwise, you typically need to wait about eight weeks from your original complaint before escalating.
3. Check which scheme the agent belongs to. Agents must display their scheme membership on their website and in-branch. If you can't see it, ask directly or search the TPO and PRS membership registers online. You can only complain to the scheme the agent is actually signed up to, so this step matters more than people realise.
4. Submit your complaint with evidence. Complete the scheme's online complaint form and attach supporting material: emails, texts, contracts, property listings, photographs, and the agent's final response. Be factual and chronological. State clearly what outcome you want, whether that's an apology, a refund of fees, or compensation for a specific loss.
5. Engage with the investigation. An adjudicator will review both sides and may come back to you with questions. If they issue a decision in your favour, you can accept or reject it. Accepting makes it binding on the agent. Rejecting leaves you free to pursue the matter elsewhere, including through the courts if you wish.

Common questions