Complaints Procedure

When Things Need Sorting Out

We are committed to providing a high standard of service. However, if something goes wrong, we want to hear from you so that we can put it right.

By letting us know when you have a problem with one of our self-employed agents, we can work with you to understand what’s happened and put it right. This easy-to-use guide tells you how to make a complaint so that any concerns you may have can be quickly and professionally dealt with.

All estate agents operating under the I@D UK brand are self-employed independent agents operating their own businesses, and each of them is registered with a redress scheme.

There Are 4 Stages to Resolving a Complaint

Stage 1: Speak to Your Independent Estate Agent

If you wish to raise an informal concern, the first thing you need to do is contact the estate agent you have been dealing with and let them know what part of our service you are unhappy with. This can be in writing by post, by email, or more informally by discussion. Often issues are resolved in a friendly and amicable way.

The agent will contact you within 5 working days (Monday to Friday) of the initial complaint and seek to resolve the matter. If you feel you are unable to use Stage 1 or you are not happy with the outcome, you can move to Stage 2.

Stage 2: Formal Complaint

Your formal complaint should be directed to the individual estate agent who acted for you. However, to ensure proper handling, all formal complaints must be sent to I@D UK in the first instance by:

We will forward it to the relevant agent.

Your Complaint Should Include:

  • Your name and contact details
  • The address of the property you are selling (if applicable)
  • The name of the estate agent
  • A description of your complaint, including relevant dates and details

Acknowledgement and Response

Once your complaint is received, I@D UK will forward it to the independent estate agent responsible. The independent agent will:

  • Acknowledge your complaint within 5 working days
  • Investigate the issue thoroughly
  • Aim to provide a detailed written response within 14 working days

If it is not possible to respond within that timeframe, the agent will write to you to explain the reason for the delay and give an indication of when you can expect a full reply.

If the Issue Is Not Resolved

If you feel you are unable to use Stages 1 or 2, or you are not happy with the outcome, you can move to Stage 3.

Stage 3: I@D Assistance

You can move directly to Stage 3 if you feel it is not appropriate to raise the complaint with the agent, or you are not happy with their outcome. Ask us to assist in finding a resolution by sending your written complaint (as per Stage 2) to us.

We will act as an independent reviewer of the case and try to resolve the issues between you and the agent. You will receive an acknowledgment within 5 working days. Our team will discuss the points you raise with you, the agent, and any third parties to establish a complete picture of events. While we cannot determine the final outcome, we will facilitate clear communication and explore whether a resolution can be reached.

If, after these steps, the complaint remains unresolved, you have the right to refer the matter to the estate agent’s independent redress scheme.

Stage 4: Referral to a Redress Scheme

If you’re still not happy with the outcome, or if you feel your complaint has not been dealt with correctly within 8 weeks of receiving it, you can contact the agent’s redress scheme to request an independent review. Be sure to report the agent’s name and business name, not I@D UK Limited.

Redress schemes provide a free, impartial, and independent service to resolve disputes between consumers and property professionals. They usually accept complaints only after internal processes have been exhausted.

By law, all our agents must be registered with a government-approved redress scheme—either the Property Redress Scheme or the Property Ombudsman. Upon request, I@D can provide details of which scheme your agent is a member of.

Time Limits

If you wish to refer your complaint to a redress scheme, you must normally do so within 12 months of receiving the agent’s final response. Please check the relevant scheme’s guidance for full details of any deadlines or restrictions.

Closure of Complaints

If we do not hear from you within 8 weeks of our final response, we will consider the complaint closed.