Guides › Rent and Deposits › Complaining About a Letting Agent
Complaining About a Letting Agent
Letting agents and property managers in England must belong to a government-approved redress scheme: The Property Ombudsman or the Property Redress Scheme. Agents can be fined up to £5,000 if they do not. If the agent's own complaints process does not sort your problem, you can complain to its scheme.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Redress Schemes
The Rule
Since 1 October 2014, lettings agents and property managers in England must belong to a government-approved redress scheme: The Property Ombudsman or The Property Redress Scheme. Not belonging can mean a fine of up to £5,000. Tenants, landlords, leaseholders and freeholders can complain to an independent person about the service they received. source
Fees and Deposits
Banned Fees and Deposit Caps
Tenant Fees Act 2019 (as amended by the Renters' Rights Act): deposits capped at 5 weeks' rent (6 weeks if annual rent is 50,000 pounds or more); holding deposit capped at 1 week's rent; most other fees are banned; landlords cannot require rent before the tenancy agreement is signed and cannot ask for more than 1 month's rent in advance. source
Claiming Back a Banned Fee
If you have paid a banned fee you can apply to the First-tier Tribunal for losses, or the council (trading standards / weights and measures authority) can require repayment; first-offence penalties go up to 5,000 pounds and repeat breaches up to 30,000 pounds or prosecution. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysLandlord must protect the deposit and give scheme informationWithin 30 days of receiving the deposit
Steps to Take
Step 1 of 5
Ask the agent which redress scheme it belongs to (it should be on its website).
Step 2 of 5
Complain in writing using the agent's own process. Our free letter templates can write it for you.
Step 3 of 5
Keep copies of every message.
Step 4 of 5
If not resolved, complain to its redress scheme.
Step 5 of 5
Report agents that do not belong to a scheme to your local council.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Property Ombudsman
If your agent is a member, after its own complaints process.
Property Redress Scheme
If your agent is a member, after its own complaints process.
First-Tier Tribunal / Local Council Trading Standards (Tenant Fees)
You were charged a prohibited fee or an excessive deposit.
Good to Know
Small things that make your complaint stronger.
Banned fees can be reclaimed; see our tenant fee guide.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gov.uk/government/publications/lettings-agents-and-property-managers-redress-schemes/lettings-agents-and-property-managers-which-government-approved-redress-scheme-do-you-belong-to Checked 13 October 2026
- gov.uk/government/publications/tenant-fees-act-amended-by-the-renters-rights-act-2025/tenant-fees-act-2019-statutory-guidance-for-enforcement-authorities Checked 12 October 2026