We continuously work to maintain a safe online experience, and part of that is having trusted and compliant agents on our site. After all, we want the home buying/renting journey to be stress free and easy, for all our users and home seekers.
We apologise if you have been left dissatisfied by an agent or have a complaint. We take matters like this very seriously and so this article has been designed on the off chance that you have had a bad experience with an agent on our site.
All estate and lettings agents that advertise on Zoopla are required to be compliant with applicable laws, regulations and codes of practice in the United Kingdom. Our aim is to ensure that information on our site is as comprehensive and accurate as possible.
Also, each agent is required by law to be affiliated to a property redress scheme to ensure that, should you need to make a complaint, you can do so to the relevant scheme.
If you have had a bad experience with an agent or, are currently experiencing what you believe are some 'red flags' or unusual practices, we suggest that you:
- No longer engage with the agent going forward
- Contact our Customer Support team at email@example.com. Please include the URL link to the property listing in question on our site and the agent that is marketing it
- We will then report this to our Compliance team who will investigate this further by speaking to the agent directly
Upon identifying the 'Rogue Agent' in question, we can remove the agent's details from our site and provide you with the name of the property redress scheme they are affiliated with, and the link to their website.
Whilst we will do everything we can to help you, we advise you to contact the national fraud and internet crime reporting centre, Action Fraud, as soon as possible.
We also recommend that you contact the relevant scheme regarding your matter as they will be better equipped to help you with your complaint. However, please bear in mind that before you are able to contact them, you must first follow the internal complaints procedure of the agent in question.
If you feel that you have not had a satisfactory resolution to your complaint, or if you have not received a response, you must allow for up to 8 weeks before you can contact the redress scheme and they investigate the matter.
Once again, we apologise that you have not had a satisfactory experience with the agent and hope your issues are resolved quickly.