Complaints procedure

Putting things right.

We try to get things right the first time, but if something has gone wrong with your experience of Agreed, we want to know — and we want to fix it. Here's how to make a formal complaint and how we'll handle it.

Last updated: [DATE] · Required publication under the Property Redress Scheme Code of Practice.

Stage 1 — Speak to your point of contact

Most issues can be resolved quickly by speaking to the person handling your transaction — your local Agreed Associate, your developer account lead, or whoever you've been dealing with. We encourage you to raise the concern with them first. They have full authority to put most things right on the spot.

Stage 2 — Make a formal complaint to Agreed

If the issue isn't resolved at Stage 1, or you'd rather escalate straight away, please put your complaint in writing. Email is fastest:

Email: complaints@agreed.co.uk
Post: Complaints, Agreed.co.uk Ltd, Somerset House, 37 Temple Street, Birmingham, B2 5DP

Please include:

  • Your name, address, and the best way to reach you.
  • The property or transaction the complaint relates to.
  • A clear description of what's gone wrong and the outcome you're looking for.
  • Any reference numbers, emails or names that help us locate the case.

How we'll respond

  • Within 3 working days — we'll acknowledge your complaint in writing.
  • Within 15 working days — we'll give you a substantive response. Most complaints are resolved at this stage.
  • Within 8 weeks — if for any reason a complaint is taking longer to investigate fully, we'll issue our final written response by this point at the latest.

Stage 3 — The Property Redress Scheme

If you've received our final response and you remain unhappy with the outcome, you can escalate your complaint to The Property Redress Scheme — the independent redress scheme Agreed is a member of:

The Property Redress Scheme
Premiere House, 1st Floor, Elstree Way
Borehamwood, WD6 1JH
Tel: 0333 321 9418
Email: info@theprs.co.uk
Web: www.theprs.co.uk

The Property Redress Scheme provides a free, impartial dispute-resolution service. You must refer your complaint to them within 12 months of our final written response. Where possible, please include a copy of that final response with your referral.

How we'll treat your complaint

  • We'll take every complaint seriously, in confidence, and in line with the Property Redress Scheme's Code of Practice.
  • We'll investigate independently of the person whose conduct is being complained about.
  • Making a complaint will never affect the service you receive from Agreed going forward.
  • We log every complaint we receive — even informal ones — so that we can learn from them and improve.

Note for the Agreed team: this is a regulated publication required under the Property Redress Scheme Code of Practice. Before publishing, replace [DATE] with the live publish date and confirm the PRS contact details above are current. Schedule an annual review against the PRS Code.