Estate & Managing Agents - Complaints Procedure

From 1 June 2007, estate agents who act for sellers of properties that require Home Information Packs will be required to join an approved redress scheme. This scheme is run by the Ombudsman for Estate Agents.

For more information on the process, click on the headings below:

Complaining to the Ombudsman for Estate Agents

Consumers can complain to the Ombudsman for Estate Agents if all the following criteria are met:

• The complaint is being made by individuals who are actual or potential buyers or sellers of residential property in England and Wales (i.e. commercial and agricultural property and letting/property management are excluded).

• The complaint must relate to an act or omission affecting the complainant in the course of an agent's activities in relation to a Home Information Pack, including the giving of advice as to whether a Home Information Pack is required.

• The act complained of must have occurred at a time when the rules set out in the Home Information Packs Redress Scheme were in force in relation to that act or omission.

• The consumer has exhausted the internal complaints procedure of the service provider or more than eight weeks have passed since the complainant first complained in writing to the firm concerned.

• The complaint to OEA is made not more than 6 months after the date on which the final offer of settlement or final observations were made by the firm.

• The complaint was first made in writing to the firm concerned not more than 12 months after the subject of the complaint occurred.

• The Ombudsman has not considered the complaint previously (unless new evidence is available).

• No other body is or should be considering the complaint as a whole (e.g. a court).

• The claim does not or does not appear to exceed £25,000.

Contact Details

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