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Complain to Connells

UK estate agent chain (part of Connells Group)

Estate-agent

Contact emails

customerservices@connells.co.uk

Customer Service

complaints@connells.co.uk

Complaints

Make a complaint online(opens in a new tab)

Connells handles complaints through its official online form.

Connells ombudsman & regulator routes

Which ombudsman handles Connells complaints?

The Property Ombudsman. Once Connells’s own complaints process is exhausted (after 8 weeks or a deadlock letter), you can take your complaint there for free. Go to the ombudsman.

Laws that protect you

Estate Agents Act 1979

Estate agents must declare personal interests and handle client money properly.

Consumer Protection from Unfair Trading Regulations 2008

Prohibits misleading property descriptions and omissions.

Consumer Rights Act 2015

Estate agency services must be performed with reasonable care and skill.

Section 49

Tips for Connells complaints

  • Estate agents must belong to a redress scheme - check if they’re registered with TPO or PRS
  • Get all fee agreements in writing before instructing an agent
  • Tenancy deposits must be protected in a government-approved scheme within 30 days
  • You can complain to the agent’s redress scheme after 8 weeks
  • Check the property listing carefully and note any discrepancies during viewings

If Connells doesn't respond

  1. 1

    Branch Manager

    8 weeks from your first complaint

    Complain to the branch manager or area manager directly

  2. 2

    Head Office

    Escalate to the company’s head office complaints team

  3. 3

    TPO / PRS

    8 weeks

    Escalate to The Property Ombudsman or Property Redress Scheme after 8 weeks

    Visit website
  4. 4

    Trading Standards

    Report misleading property descriptions to Trading Standards

    Visit website

When you can escalate

8 weeks

If Connells hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to The Property Ombudsman.

Frequently asked questions

Yes - all estate agents in England must belong to a redress scheme (TPO or PRS). Complain to the agent first, then escalate to their redress scheme after 8 weeks.

Landlords must protect your deposit in a government-approved scheme (DPS, MyDeposits, or TDS) within 30 days. If they haven’t, you can claim up to 3x the deposit in compensation.

Since the Tenant Fees Act 2019, agents can’t charge tenants for most fees. For sellers, all fees must be agreed in writing before instruction.

Put your complaint in writing to complaints@connells.co.uk with "Formal complaint" in the subject line. Include your account or reference number, what went wrong, and the outcome you want (a refund, repair, or compensation). Keep everything in writing so you have a paper trail. If Connells hasn't sorted it within 8 weeks, you can escalate free to The Property Ombudsman.

Send complaints to complaints@connells.co.uk. Put "Formal complaint" in the subject line, include your account or booking reference, and state the outcome you want. Keeping it in writing creates the paper trail you'll need if you escalate later.

Connells complaints can be escalated to The Property Ombudsman, free of charge, after 8 weeks or a deadlock letter. Complain to Connells directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Connells.

Connells has up to 8 weeks to resolve a complaint. If those 8 weeks pass with no fix, or you receive a "deadlock" letter sooner, you can take your case free to The Property Ombudsman for a binding decision.

Tools & guides for your Connells complaint

Free calculators and explainers that strengthen the case you make to Connells.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Other Estate-agent companies

Foxtons logo
Foxtons
Purplebricks logo
Purplebricks
OpenRent logo
OpenRent
Countrywide logo
Countrywide

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Connells or any of the companies listed on this site. Where an address is marked verified, we read it on Connells’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Connells. This page is for informational purposes only and does not constitute legal advice.