Can I complain about my estate agent?

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.

Is my tenancy deposit protected?

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.

Can an estate agent charge hidden fees?

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.

Complain to Purplebricks

Online estate agent — complaints about upfront fees and misleading 'no sale, no fee' claims

Estate-agent

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Common Purplebricks Complaints

Misleading Property Listing

Property not as described or photos don't match reality

Poor Service

Agent unresponsive, missed viewings, or failed to pass on offers

Fee Dispute

Unexpected fees or charges not agreed upfront

Deposit Problem

Deposit not protected or not returned

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 Purplebricks 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 Purplebricks Doesn't Respond

1
Branch Manager
Allow 14 days
Complain to the branch manager or area manager directly
2
Head Office
Escalate to the company's head office complaints team
3
TPO / PRS
8 weeks
Escalate to The Property Ombudsman or Property Redress Scheme after 8 weeks
Visit website
4
Trading Standards
Report misleading property descriptions to Trading Standards
Visit website

Contact Emails

help@purplebricks.co.uk

Customer Service

complaints@purplebricks.co.uk

Complaints

Expected Response Time

14 days

Estate agents should respond within 14 days. If unresolved, escalate to their redress scheme (TPO or PRS) after 8 weeks.

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Frequently Asked Questions

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Purplebricks or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.