Formal Complaint to Letting Agent
Formal complaint letter to a letting agent about service failures, unlawful fees, or professional misconduct, as a precursor to escalation to a redress scheme.
When to use this template
Use this letter when you have a complaint against a letting agent about: unlawful fees charged to tenants (Tenant Fees Act 2019); failure to carry out agreed management duties; misleading advertising; failure to account for rent or deposits; or other professional failures. All letting agents in England must belong to a government-approved redress scheme (Property Redress Scheme or The Property Ombudsman). This letter is the first stage before escalating to the scheme.
When NOT to use this template
Do not use this letter as a substitute for reporting illegal fee charges to Trading Standards (which can prosecute) or for claiming a tenancy deposit penalty (use the deposit protection letter instead). If your agent has committed fraud, report to Action Fraud and the police.
Legal Basis
Tenant Fees Act 2019 (unlawful tenant fees); Consumer Rights Act 2015 (unfair terms and satisfactory service); Estate Agents Act 1979 (agents' duties and fit and proper person requirements); The Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc.) (England) Order 2014 (SI 2014/2359).
Common Mistakes to Avoid
- ✗Not exhausting the agent's internal complaints procedure before going to the redress scheme — the scheme requires evidence of a final response or 8 weeks with no resolution
- ✗Confusing the letting agent's redress scheme with the tenancy deposit protection scheme — they are separate
- ✗Not identifying the specific redress scheme the agent belongs to before writing — check the agent's website or the TPO/PRS registers
- ✗Not keeping copies of the agency agreement and all correspondence
Build Your Letter
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Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] Complaints Manager [LETTING AGENT'S NAME] [LETTING AGENT'S ADDRESS] Property managed: [ADDRESS OF THE PROPERTY] --- Dear Sir or Madam, **FORMAL COMPLAINT** I am writing to make a formal complaint against [LETTING AGENT'S NAME] in connection with the letting agency services provided in respect of the above property. **Background** [BRIEF BACKGROUND] **The Complaint** [FULL DESCRIPTION OF YOUR COMPLAINT] **Legal / Regulatory Basis** [LEGAL OR REGULATORY BASIS OF YOUR COMPLAINT] **The Outcome I Am Seeking** I require the following: [WHAT OUTCOME YOU ARE SEEKING] **Next Steps** I understand that [LETTING AGENT'S NAME] is required to belong to a government-approved letting agent redress scheme. If I do not receive a satisfactory final response within 8 weeks of the date of this letter, or if I receive your final response before then and remain dissatisfied, I will refer this complaint to the relevant redress scheme (The Property Ombudsman / Property Redress Scheme) for independent adjudication. Please acknowledge receipt of this complaint within 5 working days and provide your final response within 8 weeks. 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.