Escalation Complaint to Property Redress Scheme / TPO
Escalation letter submitting an unresolved letting agent or estate agent complaint to The Property Ombudsman (TPO) or the Property Redress Scheme (PRS).
When to use this template
Use this letter after you have completed the agent's internal complaints procedure and received a final response (or waited 8 weeks without a final response). All letting agents and estate agents in England must belong to a redress scheme. The TPO and PRS can award compensation up to £25,000 (TPO) or £25,000 (PRS) for consumers who have suffered financial loss or significant inconvenience due to an agent's failure to follow the Code of Practice.
When NOT to use this template
Redress schemes deal with complaints about agents — they cannot award compensation against landlords or tenants directly, and they do not handle court proceedings. They are not appropriate if you are seeking urgent injunctive relief. If the agent has committed a criminal offence, also report to the police and/or Trading Standards.
Legal Basis
The Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc.) (England) Order 2014; The Property Ombudsman Code of Practice; Property Redress Scheme Rules. Complaints must generally be submitted within 12 months of the agent's final response.
Common Mistakes to Avoid
- ✗Submitting before exhausting the agent's internal complaints procedure — the schemes will return complaints that have not completed the agent's own process
- ✗Missing the 12-month deadline for submitting to the scheme after the agent's final response
- ✗Not enclosing all relevant correspondence and the agent's final response letter
- ✗Claiming against the scheme for matters outside the agent's Code of Practice — the scheme does not adjudicate landlord/tenant disputes
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Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] Case Handler [REDRESS SCHEME NAME] [SCHEME'S ADDRESS] --- Dear Sir or Madam, **COMPLAINT — LETTING/ESTATE AGENT** **Agent: [AGENT'S NAME]** I am writing to submit a formal complaint against [AGENT'S NAME] for adjudication by [REDRESS SCHEME NAME], pursuant to your scheme rules. **Agent Details** Agent name: [AGENT'S NAME] Agent address: [AGENT'S ADDRESS] Agent's scheme membership number (if known): [AGENT'S SCHEME MEMBERSHIP NUMBER (IF KNOWN)] **My Complaint** [SUMMARY OF YOUR COMPLAINT] **Internal Complaints Process** I submitted a formal complaint to [AGENT'S NAME] on [DATE INTERNAL COMPLAINT WAS SUBMITTED]. [I received a final response on [DATE OF AGENT'S FINAL RESPONSE (IF RECEIVED)], a copy of which I enclose. / I have not received a final response within 8 weeks.] I am not satisfied with the outcome for the following reasons: [WHY YOU ARE DISSATISFIED WITH THE AGENT'S RESPONSE]. **The Outcome I Am Seeking** [THE OUTCOME YOU ARE SEEKING] **Documents Enclosed** I enclose the following in support of this complaint: 1. My original complaint to [AGENT'S NAME]. 2. The agent's final response letter (if received). 3. All relevant correspondence between me and the agent. 4. Supporting evidence (receipts, photographs, tenancy agreement extracts, etc.). I confirm I have not issued court proceedings in relation to this matter and I am not aware of any parallel proceedings. Yours faithfully, [YOUR FULL NAME]
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.