Complaints Process

If you do have a complaint, you can follow this process.

1. Make a complaint directly to the Agent

You must allow the Agent the opportunity to resolve the complaint themselves.

Make your complaint in writing, along with any further correspondence.
Tell the agent why you are unhappy, explaining exactly what occurred.
Ask the agency (or browse their website) for a copy of their complaints procedure, this will outline how to make a complaint to the agency.
Keep a note of dates and times, and the name of the person dealing with the complaint.

You should receive a response from the Agent within 15 days of making your written complaint.

2. Obtain Advice

The Jersey Trading Standards provide free and confidential consumer advice.

The Jersey Trading Standards Service helps to ensure that local businesses can compete on equal terms. They also ensure that safety and economic interests of consumers are not compromised by unfair or illegal trading practices.

You can contact Trading Standards by telephone, e-mail, post or call in to their offices in the Central Market. 01534 448160 - tradingstandards@gov.je
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The officer will listen to your complaint or enquiry, ask questions and then advise you on your consumer rights and how best to resolve any dispute.

3. Send your complaint to The Property Ombudsman Scheme

Our JEAA members adhere to The Property Ombudsman Scheme.

If you are still unhappy once you have received the agent's final view point letter or if weeks have passed since you first made your complaint and the issue remains unresolved, you can contact The Property Ombudsman (TPO).

Complete and sign a TPO complaint form. https://www.tpos.co.uk/consumers/completing-the-complaints-form

Along with any supporting documentation, including copies of your complaints letter and the agent’s final viewpoint letter.

4. Send your complaint to Propertymark

All JEAA members are members of Propertymark NAEA. If step one, two and three haven't satisfactorily dealt with your complaint, then Propertymark NAEA will investigate. Propertymark NAEA will investigate complaints against members where there is evidence the agent has breached their Conduct and Membership Rules. Examples of this are:

Failure to use an internal complaints procedure.
Misuse of client money.
Failure to uphold high standards of ethical and professional practice.
Failure to protect and promote clients’ interests.
Conflicts of interest.
Failure to answer correspondence.
Any act of dishonesty or conviction of a criminal offence.

They cannot investigate

An agent who is not a member. Use Find an Expert to see if your agent is a member.
Complaints about tenancy deposits