Frequently asked questions

How do I join Property Redress?

You will need to fill out our application form and pay the relevant membership fee. Once payment is received your membership will be active.

What documents do I need to join Property Redress?

We will need full details of the Head Office and any other branches as well as the owner’s contact details. You will not need to provide evidence of your Professional Indemnity insurance or Client Money Protection insurance although we recommend that all agents purchase both.

What do I need to do if the business has several branches?

The online application form allows you to register as many branches as you wish. You can also add branches through your online account or by contacting us directly by phone or email. There will be a fee for adding the branch which will depend on how long there is left of your subscription (yearly) period.

How long does the Property Redress complaints process take?

From receiving the complaint to the final decision, the process is expected to take an average of 40 working days, if there are no delays.

What happens if I refuse to settle a final decision?

You are expected to settle awards in 10 working days after a decision has been made and agreed by the complainant. Your continued non-compliance with the decision will trigger our disciplinary process and you will be sent a warning and charged an additional fixed fee (£100.00 plus VAT).If the agent still refuses to settle the decision and/or pay any complaint/penalty fee due, our compliance officer will make a recommendation to expel your membership, to both the Head of Redress and Managing Director.

The complainant can take legal advice to enforce the decision through the courts and we will inform National Trading Standards and any other relevant redress provider.

Can I re-join Property Redress if my membership has been cancelled?

We may allow you to rejoin Property Redress once you have settled all outstanding awards and fees.

Can I complain if I am unhappy with the process, or the service provided by Property Redress?

Complaints can only be made about the process or service Property Redress has provided and not the decision that we may have made. Most of these complaints will be dealt with within 5 workings days.

How do I know if my agent is a Property Redress member?

How do I complain if my agent does not have a formal complaints procedure?

You should write to the manager or a director/owner to complain and make it clear that it is a ‘complaint’. You can find a letter template in our Resources section. Please keep copies of all communication with the agent and proof of the date they were sent.

How do I make a complaint to Property Redress and what documents will I need to provide?

At the top of the homepage or on the consumer’s tab, just click ‘make a complaint’. You will need to provide all relevant supporting evidence relating to your complaint and our ‘evidence checklist’ guide will help you.

What is the criteria for accepting my complaint?

You will need to show that:‍
a. the complaint is made against our member
b. the complainant has written to the member with their concerns and given them the opportunity to resolve them
c. the complainant waited up to 8 weeks for a response from the date of complaint to the member and remains unsatisfied
d. the last communication relating to complaint is within the last 12 months
e. the complainant has grounds for complaint in line with our Conditions of resolution

Can Property Redress refuse, or stop, dealing with my complaint?

We may be unable to investigate your complaint (or any part of your complaint), or shall discontinue the investigation in line with our Conditions of resolution, Section D. Examples include:
a. you have not provided evidence to show that you have used the member’s internal complaints process
b. the complaint is not support by relevant evidence
c. it appears it is more appropriate for the complaint to be dealt with by a court or under another independent complaints, conciliation or arbitration procedure

How long does the Property Redress complaints process take?

From receiving the complaint to the final decision, the process is expected to take an average of 40 working days, if there are no delays.

How long does the Property Redress complaints process take?

From receiving the complaint to the final decision, the process is expected to take an average of 40 working days, if there are no delays.

Support