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Please contact us on 0333 321 9418 for further details.
All property agents and professionals carrying out estate, lettings and property management work in the property industry have a legal responsibility to join an authorised redress scheme and signpost this to their customer. By joining the Property Redress Scheme (PRS), businesses can comply quickly and easily with this requirement.
Property Redress Scheme (PRS) membership is also open to other property professionals, adding value to their business and giving their customers (consumers) peace of mind that a complaint can be resolved by an independent third party who have experience in dealing with consumer complaints. However, please be aware that the disciplinary process for property professional members differs to the one for property agents.
(See our guide to ‘Complying with decisions’ in our resources section).
A 'consumer' is a person who uses the services provided by the property agent or property professional.
When making a complaint, our members and consumers will both benefit from our simple three stage process to resolve the complaint:
When making a decision, we will consider any terms of business agreed by both parties, all relevant laws and, where appropriate, any code of practice the member has agreed to.
For us to consider a complaint - an initial set of criteria must be met:
For more detailed information on the criteria and our process please see the Conditions of Complaints and Terms of Reference in our resources here.
Some important points to note:
Consumers should be aware that the result of our complaint procedure may differ from a court judgement and the consumer has the option of taking their own legal advice on this point before deciding whether to use our process or issue a court claim.
All time limits are in place to allow us to deal with complaints fairly and they are recognised as reasonable under the Arbitration Act 1996.
If you would like to know more about who we are, please click here.
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Property Redress Scheme is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015