Steps to take if you've got a complaint about your estate agent.
It is never pleasant to hear of someone having a terrible time selling their property. If this is you, rest assured that there is almost always a solution. If you have reached the end of your tether and think a complaint needs to be made, read on for guidance on how to navigate this situation.
It is fair to say that moving home can be a stressful process, but it is not all doom and gloom. With the right people on your team, you can transform the process into an enjoyable experience, selling your home and moving somewhere new with confidence and peace of mind.
But what if you don't have the right people in your corner? What if the professionals you've employed to help you in this endeavour are letting you down?
Estate agents do not have the best reputation; we know that. For many years, estate agents have been seen as the gatekeepers to your house move, blocking the path instead of helping you to achieve your dream home.
It's never nice to hear that a homeowner has had a poor experience when buying or selling a property - this has an impact on all agents who are sadly tarred with the same brush. But rest assured that not all agents are made the same. While there are some bad apples, most agents are here to help homeowners move house as smoothly as possible. We believe that a fee is earned through hard work and tenacity, providing our clients with exemplary service throughout their home moving experience.
With all that being said, what if you've already had a bad experience? What can be done?
It's important to know that you do not need to suffer in silence. Estate agents are governed by legislation, and there are systems and procedures in place for complaints to ensure that you receive the service that you and your move deserve.
What types of complaints - a complaint may arise when you feel unhappy with the service provided by the Estate Agent. There is no way to guarantee a sale of your property, so your grievance can't really be due to your not having sold it. Instead, you feel that the agent has not upheld their side of the agreement with you. You signed their terms and conditions when you instructed them to market the property for you, and a complaint may be that you feel that you aren't getting what you agreed to.
When to make a complaint - essentially, if you are unhappy, the terms and conditions that you agreed to will have a withdrawal clause of some kind, so if you are dissatisfied, you can simply end your agreement and switch to a different agent. However, if you feel that switching to a new agent will not repair the damage caused, you should start with the agent's own complaints procedure.
How to make a complaint - To begin with, you should follow the agency's internal complaints procedure, which will most likely involve a written account of the issue. The agency's management team will likely discuss things with you and attempt to repair the relationship so that you are no longer harmed. If you are still unhappy, you can look to formal grievance procedures by looking into the governing bodies, such as The Property Ombudsman of The Property Redress Scheme.
All estate agents, including those that operate solely online, must be part of a redress scheme. To find out which one your agent uses, you can ask them directly or check online. The schemes are there to protect you, and they will have their complaints procedure clearly detailed on the website.
It should not cost you anything to escalate your case to one of these governing bodies, but it is likely that they will require you to have followed the company's internal complaints procedure first.
You have our apologies if you are experiencing stress from a problematic estate agent, and we are here to offer our help. Give us a call to see if we can help get your property sold and help you move into your new home.