Useful Documents

Below you will links to the some useful documents that will help explain our complaints procedures in more detail.

Complaint Form
Download this form if you want to make a complaint against one of our members. More info...

Consumer Complaint Leaflet
Learn more about our complaints procedure including typical complaints and timescales. More info...

Agent Complaint Leaflet
Learn more about the complaints procedure for agents including typical timescales. More info...

Disciplinary Procedures
Learn more about our disciplinary procedures by downloading this document. More info...

Sanctions Policy
Learn more about the sanctions we impose for members that breach our professional standards. More info...

Notice of Appeal
Download this form if you're a member wanting to appeal the outcome of your tribunal hearing. More info...

Complaints

How Can We Help You?

Propertymark offers reassurance to consumers. Propertymark agents have to meet higher standards than the law demands to be members but if you do have a complaint you can follow a clear process.

1. Check the company’s complaints procedure

Are you confident that your issue has been understood and that you have given the company a fair chance to resolve it?

2. Ombudsman services

The agent is legally required to belong to a redress scheme (either The Property Ombudsman Scheme, the Ombudsman Services or the Property Redress Scheme). The primary aim of the ombudsman organisations is to independently evaluate evidence of complaints.  Check the agent’s website for details of which scheme they belong to.

3. Professional conduct

Propertymark will then investigate the agent’s conduct against their commitment as a member.  Members who breach the Membership and Conduct Rules may have cases heard by a Tribunal Panel and can be subject to financial penalty or expulsion.  Details of disciplinary hearings are published here

First Steps

Discuss your concerns with the Member or the person in the firm who deals with complaints, and ask them for a copy of their complaints procedure. Most companies must maintain and operate an internal complaints procedure. Your complaint should outline the issue and what you want them to do about it.

Put your complaint in writing and keep notes of conversations, provide copies of any relevant documentation, and keep copies. Make sure you ask the Member or the person dealing with your complaint to confirm in writing:

  • The name of the person at the firm who is handling your complaint.
  • What they propose to do to resolve your complaint and when they'll do it.

 You should receive a response within 15 days of making your written complaint. 

How to Make a Complaint

If the internal complaints process doesn't satisfactorily deal with your complaint, or the Ombudsman has completed their investigation and has not been able to assist you, then you can make your complaint to Propertymark. To help us begin an investigation, please provide the following information:

  • Completed consumer complaint form.
  • Evidence that the member's internal complaints procedure has been followed.
  • A copy of the Ombudsman's findings.
  • Copies of any supporting documents.

Download our Complaint Form or call Propertymark on 01926 417 791.

If You're an Agent Who Has Spotted a Problem

Before making your complaint to us we ask that you write to the member. You should receive a substantive response within 15 days. If you cannot resolve the matter and need to progress your complaint through Propertymark please complete and sign our Complaint Form and enclose copies of relevant documentation (including your complaint to the member).

Please note that if your complaint is about a Member who is an employee of a company we are able to investigate a complaint but are unable to consider matters that may be the responsibility of the company.

To view the current disciplinary procedures click here

 

 

Useful Documents

Below you will links to the some useful documents that will help explain our complaints procedures in more detail.

Complaint Form
Download this form if you want to make a complaint against one of our members. More info...

Consumer Complaint Leaflet
Learn more about our complaints procedure including typical complaints and timescales. More info...

Agent Complaint Leaflet
Learn more about the complaints procedure for agents including typical timescales. More info...

Disciplinary Procedures
Learn more about our disciplinary procedures by downloading this document. More info...

Sanctions Policy
Learn more about the sanctions we impose for members that breach our professional standards. More info...

Notice of Appeal
Download this form if you're a member wanting to appeal the outcome of your tribunal hearing. More info...