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Complaints procedure

Home Information Pack legislation means that, from 10 September 2007, all estate agents in England and Wales that market homes with Packs will have to belong to an approved independent redress scheme for Pack-related complaints. Membership of an approved redress scheme will also apply at each phase of the roll-out of Home Information Packs for 1 and 2 bedroom homes and other homes. At present, there are two approved schemes in place run by the Ombudsman for Estate Agents (OEA) and the Royal Institution of Chartered Surveyors (RICS). 

All accreditation and certification schemes for Domestic Energy Assessors (DEAs) and Home Inspectors (HIs) respectively are required to have robust complaints and redress handling procedures. Details of complaints procedures for DEAs and HIs can be found at the relevant accreditation or certification scheme. These links will open up our industry site.

The provision of an independent redress scheme for Home Information Packs will help to:

  • Secure consumer confidence
  • Improve standards of service
  • Protect home buyers and sellers from unscrupulous and incompetent agents and others marketing with Packs.

Single point of access
We aim to provide a single point of access where buyers and sellers can find information. This will support those interested in specific redress concerns for any feature of the home buying and selling process. This service was provided by Consumer Direct, the consumer advice service supported by the Office of Fair Trading. You can find more information in their leaflet, available on the Publications page.

Aims
The overall aim is to ensure that redress arrangements across the industry are:

  • Comprehensive
    The full scope of the home selling/buying industry needs to be covered.
  • Standardised
    The home selling/buying industry is broad and includes a number of specialist services. The same high standards must be required of all.
  • Consumer-friendly
    There must be a single point of entry for consumers with complaints about any aspect of the home selling/buying process.
  • Principled
    Procedures must be accessible, independent, fair, transparent, effective, efficient and confidential.