Using Estate Agents: Buying, Selling and Renting

• Compare more than one agent's service, local knowledge, fees, contract and complaints process.
• Check which government-approved redress scheme covers the branch: The Property Ombudsman or Property Redress Scheme.
• For lettings, check any licensing, registration and client-money rules that apply in your nation.
• Confirm the branch address and telephone number independently before sending money or identity documents.

The agent normally acts for the seller or landlord, even when helping a buyer or tenant. Sixpence Support UK has no referral or commercial arrangement with any agent.

Read the agency agreement before signing. Check whether it is sole agency, sole selling rights or multiple agency; how long it lasts; how to end it; and whether a fee might still be due after it ends.

Ask for the commission or fixed fee, VAT, marketing costs, withdrawal charges and any referral payments in writing. Keep the agreement and do not accept verbal changes.

Make offers clearly, preferably in writing, and ask for written confirmation that they were passed to the seller. In England and Wales an accepted offer is not normally legally binding until contracts are exchanged; Scotland and Northern Ireland follow different processes.

You do not have to use an agent's suggested broker, conveyancer or surveyor. Ask whether the agent receives a referral fee and compare independent options.

Agents may need to check identity, address, source of funds and whether a buyer can proceed. Ask what is required, why, how documents will be protected and how long they will be kept.

Proof of funds is not the same as paying the agent. Never transfer a deposit or purchase money because of an unexpected email. Confirm changed bank details using a trusted telephone number.

Tell the agent about access or communication needs when arranging a viewing. Ask about steps, lifts, door widths, parking, bathroom access and whether another format or a video viewing is available.

Do not rely only on photographs or floor plans for measurements that matter. Ask permission before taking photographs and arrange a second visit where needed.

Before paying, get the property address, amount, purpose, refund conditions and recipient's legal name in writing. Tenancy deposits should be protected under the rules for the nation where the home is located.

In England and Wales most tenant fees are prohibited and holding deposits are controlled, but the detailed rules differ. Scotland has separate letting-agent regulation and tenancy rules. Northern Ireland has its own deposit scheme and fee rules. Use the nation-specific official guidance before paying.

In England, a letting or property-management agent that holds client money must belong to an approved client money protection scheme. Wales requires safeguards through the agent licensing system; Scotland has its own registered-agent rules; Northern Ireland differs.

Ask whether the agent will hold your money, where it will be held and what protection applies. Client money protection and tenancy deposit protection are different safeguards.

• A price far below similar local properties or pressure to pay before viewing.
• A person who will communicate only through social media or messaging apps.
• A request for cash, cryptocurrency, gift cards or payment to an unrelated name.
• Copied photographs, an address that cannot be verified or refusal to provide written terms.
• Changed bank details sent by email shortly before payment.

If money may have been sent to a scammer, contact the bank immediately. Report fraud to Action Fraud in England, Wales and Northern Ireland, or Police Scotland on 101 in Scotland.

1. Complain to the branch in writing and follow its complaints process.
2. Keep the contract, advert, messages, receipts and a timeline of events.
3. Ask for a final response and identify the agent's redress scheme.
4. If unresolved, check the time limits and eligibility rules for The Property Ombudsman or the Property Redress Scheme.

Citizens Advice can explain consumer options. Our Letter Support service can help you organise a complaint letter.

• England: use GOV.UK guidance on tenant fees, deposit protection, redress and client money protection.
• Scotland: check the letting-agent register and Code of Practice through mygov.scot; home sales commonly involve a Home Report and missives.
• Wales: check a landlord or agent on the Rent Smart Wales register and use Welsh guidance on permitted payments.
• Northern Ireland: use nidirect estate-agent guidance and its separate tenancy-deposit information.

This page gives general UK information, not legal or financial advice. Property and renting law differs across England, Scotland, Wales and Northern Ireland and can change. Check the current official guidance for the property's nation and get independent advice about your circumstances.