PRSBy law, Property Agents are required to join a government authorised consumer redress scheme. The purpose of this is to give consumers of the Property Agent an escalated complaints procedure if they are unhappy with how their complaint has been dealt with by the Agent.

A ‘consumer’ is a person who uses the service of the Property Agent. Estate Agent consumers will be both sellers and buyers of a property. Letting Agent consumers will be both landlords and tenants. Property Management Agent consumers will generally be the freeholder, head leaseholder or residents’ management company.

The Property Redress Scheme is also open to other Property Professionals. Any customer who uses the service provided by the Property Professional is considered to be a ‘consumer’.

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