About Us

The Property Redress Scheme is a new, straightforward and easy to use consumer redress (ombudsman) scheme for Property Agents and Professionals.

The main purposes of the Property Redress Scheme are to allow Agents to comply with their legal requirement to be a member of a government authorised consumer redress scheme and to settle or resolve complaints made by consumers against our Members.

Our Members and consumers will both benefit from our simple three stage process to resolve the complaint:

1. The Member will first be given an opportunity to resolve the complaint directly
2. The Property Redress Scheme offers an negotiated resolution service
3. The Property Redress Scheme will make a formal decision on the complaint 

The Advisory Council

The Property Redress Scheme has appointed an independent Advisory Council consisting of industry experts who will both guide and scrutinse the work of the Property Redress Scheme.

Please see the Terms of Reference for the Advisory Council.

Terms of Reference

Property Redress Scheme Members agree to abide by the Property Redress Scheme Terms of Reference.

Our Credentials

We are authorised by the Department for Communities and Local Government to offer redress to Lettings and Property Management Agents and the National Trading Standards Estate Agency Team (formally the OFT) to offer redress to Estate Agents.

The Property Redress Scheme is a trading name of HF Resolution Ltd which is a wholly owned subsidiary of HFIS PLC.

HF Resolution Ltd is an Introducer Appointed Representative of HFIS PLC for Financial Conduct Authority purposes.   

HFIS PLC is the scheme administrator for the my|deposits tenancy deposit protection scheme. As scheme administrator, HFIS PLC has experience of dealing with over 45,000 dispute notifications and 38,000 dispute adjudications since April 2007.

HFIS PLC has extensive knowledge of the UK property sector with a range of products including:

ADR Officials

Our team passionately believe in providing the best possible service and working with consumers and members to bring about mutual resolution wherever possible. We carry out a thorough interview which tests for key skills needed to be successful in resolving complaints, and all of our recruits complete a two stage interview process consisting of analytical tests and people interviews. We only recruit our people on permanent contracts.

We currently have a resolution team (ADR Officials) made up of:

1 Director

1 Head of Redress

1 Manager

1 Senior Case Officer

2 Case Officers

3 Case Assessors

3 Contact and Compliance Officers

1 ADR Quality and Service Improvement Officer

HF Resolution Ltd also runs the Cosmetic Redress Scheme (CRS). The CRS is a consumer redress scheme set up to provide redress for consumers of all providers in the cosmetic industry and is supported by a number of professional associations in the cosmetic and aesthetic industry.