If you have a complaint about any aspect of the service you have received from your estate agent, you’ve come to the right place! At www.agentright.com you will find an easy-to-use, simple and straight forward way of letting the whole world know (well, internet users anyway) about the service you have received. Just click on the banner tab near the top of the page “Submit a Review” and you will be free to express just how you rate a particular agent – whether it’s a complaint, praise for a job well done, or simply a customer’s review. Another way is to simply find the agent you wish
to review and hit the review agent button. shown opposite
If you want to rely on more than the power of internet publicity or if you have an especially serious complaint, however, there are other avenues of address open to you:
As when you are dealing with any other type of professional service provider, the first step in any complaints procedure is to contact the estate agent directly. Give details of your complaint to the estate agent, tell them exactly what has been wrong with the service you have received and set out just how you expect them to put things right.
Any self-respecting, reputable firm of estate agents should have their own in-house complaints procedures in place and the initiative is likely to lie with them in resolving your issues without the need to take things further.
All estate agents are legally required to comply with regulatory procedures approved by the Office of Fair Trading. Agents have a choice of two schemes –The Property Ombudsman and the Ombudsman Services: Property. Indeed, it is important to check the relevant membership of your estate agent before you enter into any dealings with them, since agents operating outside either of these Ombudsman services are breaking the law.
If an estate agent has been unable to deal with your complaint to your satisfaction therefore you might want to consider writing to the Ombudsman at: The Ombudsman for Estate Agents Scheme, Beckett House, 4 Bridge Street, Salisbury, Wiltshire SP1 2LX, Tel 01722 333 306.
The National Association of Estate Agents
If your agent is a member, you might also consider addressing your complaint to the industry’s own watchdog by writing to: The Compliance Officer, The National Association of Estate Agents, Arbon House, 21 Jury Street, Warwick CV34 4EH, Tel 01926 496 800
Royal Institution of Chartered Surveyors
In addition – and quite separately – you may also wish to address your complaint to the Royal Institution of Chartered Surveyors (of which many agents are also members) at: 12 Great George Street, London SW1P 3AD Tel 020 7222 7000.