How to Complain About Zoopla
Everything you need to make an effective complaint against Zoopla, including contact details, your rights, deadlines, and escalation paths.
Also known as: Zoopla, PrimeLocation
Contact Details
complaints@zoopla.co.uk
Your Rights
Consumer Code for Home Builders / Building Regulations
New-build buyers are protected by the Consumer Code for Home Builders and have rights under the Consumer Rights Act 2015 for services provided.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Zoopla. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Zoopla. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: complaints@zoopla.co.uk
Set a deadline
Give Zoopla 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Zoopla hasn't resolved your complaint within 8 weeks, consider escalating to the relevant ombudsman or regulatory body for your sector.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.