Director of Operations joins The Property Ombudsman
Enna Khan joins the Property Ombudsman service with more than two decades of senior leadership experience spanning operations, customer experience and digital transformation.
28 Jul 2026
Make a complaint about a property business
If you have a complaint about your letting or estate agent, or another property professional, we may be able to help. Search for the business to get started.
Update 31/7/26: Please be aware that there is an intermittent technical issue with our complaints form that we are working to resolve. If you are unable to submit, you can use our offline complaints form.
Our process
Renting, buying or selling a property can be difficult. We’ll help you to resolve any issues.
Step 1
Complain to the business
Step 2
Raise your complaint with us
Step 3
We review your complaint
Step 4
You will receive a resolution
Frequently asked questions
I have a query about the Renters’ Rights Act, can you help?
From 1 May 2026, the Renters’ Rights Act introduces new rules for private tenancies in England. For more information, please read our Renters’ Rights Act guidance.
Why do I have to complain to the business first?
The first step is to let the business know that you are unhappy, to give them chance to make things right. It’s best if you do this as soon as you are aware of a problem, many issues can be resolved quickly. Complain to the business
The business is not registered with The Property Ombudsman, what can I do?
You can update the name/location in the search bar and search again or:
- For property business complaints, check the other redress scheme’s register
- For new-build developments, check the New Homes Ombudsman register of developers
- For more support, visit Information for consumers or contact us
How long will it take to resolve and what outcome can I expect?
Our current wait time for a decision is between 3-6 months.
Once your case has been allocated, we aim to provide your case outcome within 90 days (except in complex cases). We work carefully through each case to ensure every decision is fair and thorough. Thank you for your patience and understanding.
If we support your complaint, we can make the property business take steps to put matters right, including paying compensation. Our average awards of compensation are between £100 and £400.
