You can complain to an independent redress scheme about a letting agent’s hidden fees, inaccurate charging, poor service, holding deposit disputes and other problems.
Have you complained to your letting agent in writing?
Make a complaint to your letting agent
Before you can complain to an independent redress scheme, you must first complain directly to your letting agent. Your complaint must be in writing.
Use the letting agent's complaints procedure.
Has the letting agent made a decision about your complaint?
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Complain to your letting agent's redress scheme
You can complain if you're not satisfied with your letting agent's final written response or if it's been 8 weeks or more since you complained to the letting agent in writing.
The redress scheme could order the agent to put something right, pay a fine or even pay you compensation.
Complain to your agent's redress scheme or to all 3 schemes if you don't know the one they use.
Find which scheme your letting agent uses
All letting agents have to join an independent redress scheme.
Ask them which one they've joined, look for the scheme's logo on their website or on their letters or search the schemes membership lists online.
Click the scheme's logos to search:
Local councils can investigate and prosecute unregistered letting agents.
When you can complain to a letting agent redress scheme
Your letting agent has 8 weeks to reply to a written complaint.
You can complain to an independent redress scheme when the 8 weeks is up or sooner if you get a final reply from your letting agent.
Find out who to complain to
Before you can complain, you'll need to know which scheme your letting agent has joined. You can ask your letting agent, look for the scheme's logo on letters from them or look on their website.
Each scheme has a list of its members online. Click each scheme's logo to search their list. You may have to search all three.
Send an email to a redress scheme
Your complaint has been sent
Your complaint has been emailed to the redress schemes you chose and a copy has been sent to your email address.