Estate Agents (Sales)
Withholding/not passing on offers (EAA s.21); Misleading property description (CPRs); Fee disputes and tied services (EAA s.22)
Mandatory ADR
Max award: £25000
8-52
Uphold rate: 53% (TPO 2024)%
Key Legislation
Estate Agents Act 1979; Consumer Protection from Unfair Trading Regulations 2008; Consumer Rights Act 2015 ss.61-76
Complaint Route: The Property Ombudsman
Type: Ombudsman (binding on firm)
Max award: £25,000
Uphold rate: 53%
Average resolution: 180 days
Pre-conditions: Complain to agent first; 8-week wait or final response; refer within 12 months
Visit TPO websiteCompanies in This Sector
FoxtonsSavillsKnight FrankPurplebricksConnellsCountrywideHaartYour Move
Annual complaint volume: 57635 TPO contacts 2023; 4220 PRS 2025
Note: TPO/PRS mandatory but agents still non-compliant; gazumping and withholding offers are key issues