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Our guide to decision making

Dual fees is a complex issue which this guide aims to make easy to understand. It explains how we review dual fee cases and the issues we consider when investigating a complaint. Each complaint is considered on a case-by-case basis and a decision does not set precedent. This protocol is set out in a memorandum of understanding (MOU) between Property Redress and the Property Ombudsman (TPO), which you can find on our website.

What are dual fees?

What happens when the agents are members of different redress schemes?

What evidence are the parties asked to provide?

Decision making

What guidance do we use?

Who introduced the buyer to the sale?

Who placed the seller at risk of dual fees?

Case studies