Understanding the Property Redress
Scheme: A Guide for Consumers

What is the PRS?

It’s an independent body that deals with complaints against property professionals like estate and letting agents. Membership is mandatory for these professionals, ensuring a system for resolving disputes outside of court.

What can you complain about?

• Breach of contract or legal obligations: Did the agent fail to uphold their legal duties or the contract you signed?
• Unfair treatment: Did you experience rudeness, unclear communication, or delays?
• Poor service: Were the agent’s services lacking or incompetent?
• Loss incurred: Did the agent’s actions cause you financial loss?

What are the benefits of using the PRS?

• Free for consumers: There’s no charge to file a complaint.
• Faster resolution: PRS aims to resolve complaints within 40 days on average, compared to lengthy court cases.
• Independent and fair: The PRS provides an impartial judgment on the situation.

Before you complain:

• Try resolving it directly: Raise the issue with the agent first and allow them eight weeks to respond.

How to make a PRS complaint:

1. Check eligibility: Ensure the agent is a PRS member (details should be available from the agent).
2. Gather evidence: Document your complaint with dates, emails, and any relevant proof.
3. File your complaint: Submit your complaint to the PRS online or by post.
4. The PRS will:
   • Review your complaint.
   • If accepted, try to reach a mutual agreement with the agent.
   • If unsuccessful, make a formal decision based on evidence.

Possible outcomes:

• Agent compliance: If the PRS rules in your favor, the agent must comply with the decision, which could include:
  • An apology
  • Repayment of losses
  • Compensation for inconvenience

What happens if the agent doesn’t comply?

The PRS can impose penalties and even expel the agent from the scheme, hindering their ability to operate legally.

Remember:

• You must complain within the PRS timeframe (usually 6 months from last contact with the agent).
• The PRS website (https://www.theprs.co.uk/) has detailed information and resources.

By utilizing the PRS, consumers have a powerful tool to ensure fair treatment from property professionals.

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