Our sole focus is to resolve complaints between consumers and our members
We aim to resolve complaints as early as possible by being approachable right from the start. This happens by using:
As well as continuing to resolve individual complaints, our expertise increases:
our understanding of what goes wrong
identifies emerging trends and problems
delivery of educational resources to the industry
opportunity to improve member practices for the future, across the industry
In 2025, complaint enquiries rose by 47% (4220) compared to 2024 (2863) which is a 77% increase since 2023.
By December 2025, we had accepted 41% more cases than the previous year. Even with our increasing membership numbers, the average rate of complaints for each member has remained the same, at a little over 8%.
How quickly do we resolve the complaints? Complaints - which include lettings, sales and leasehold complaints – are still completed, on average, in around 34 days from the time it is allocated to a case assessor. This is an improved turnaround time, from 39 days in 2024.
With our growing success at early resolution, our primary focus remains building that initial impartial relationship with both complainant and member at the earliest stage of a complaint.
Once a case has been allocated to one of our team of experts, they will:
call both parties giving them the opportunity to be involved in discussion, collecting evidence and finding a solution
take the time to understand what has happened
propose a solution that may be acceptable to resolve the complaint
be the single point of contact throughout the early resolution stage
This helps us to propose a solution quickly and settle the complaint, without the need to prolong the process for a formal written decision which can take another few weeks and may not improve on the proposed early resolution.
Even with our ever-increasing complaint numbers, we have continued to successfully resolve around 53% of the cases at early resolution, up from 50% in 2024.
This year our early resolutions awarded a total of £273,310
A 40% increase than the amount awarded in 2024 (£194,878).
Where we are unable to reach an early resolution, the case will go to the formal stage for an impartial decision.
Last year we issued 8% more proposed and default decisions than in 2024, highlighting the success of cases at the earlier stages.
The total figure awarded for proposed and default decisions was £1,203,514.
This is a decrease of 19% from 2024 (£1,490,510).
The decrease from 2024 reflects the exceptional spike in high‑value property‑sourcing cases last year. Our 2025 awards remain above 2023 levels and demonstrate the positive impact of resolving more cases earlier in the process.
This continues our goal to support, educate and improve how the industry services its consumers while continuing to highlight some of the poor practices that go on.
Total figure awarded in 2025 = £1,476,824
Due to the work on early resolutions and proposed decisions, appeals are rarely successful.
Our approach continues to centre on early engagement and clear communication. The willingness of parties to work with us in a transparent and constructive way plays a vital role in achieving effective and timely resolutions.”
Tenancy payments and rent collection
Holding deposits
Duty of care (poor service/misleading information)
Instructions, terms of business and commissions
Marketing and advertising
Poor service management
Maintenance
Provision of relevant documents
