Complaints Procedure
If something goes wrong, let's make it right.
Customer service is our number one priority, but we know that things can still go wrong. When that happens, we want to put it right as soon as possible.
You may raise a formal complaint at any time. However, if something has gone wrong and you need help to resolve it, we encourage you to get in touch with us first before raising a formal complaint.
Email us at generalenquiries@purplebricks.com and let us know what’s happened. Your enquiry will be passed directly to the relevant manager, who will resolve your concern quickly. This is the fastest route to a resolution.
What is a complaint?
A complaint is any expression of dissatisfaction about the service you’ve received from Purplebricks — whether that’s about a member of our team, or any part of your buying, selling, or lettings experience with us.
This includes things like:
Poor or absent communication from your adviser or our team
Mistakes in how your property was marketed or listed
Delays or mismanagement in the sales or lettings process
Concerns about professional conduct or advice
What isn't a complaint?
Some matters sit outside our complaints process:
Refunds (information/enquiry only – not as part of a complaint) – if you're entitled to a refund (for example, within your 14-day cooling off period), this can be handled directly with your relevant team member. If you're unsure who to contact or would like to enquire about the status of a refund, get in touch at generalenquiries@purplebricks.com and we'll make sure it's directed to the right person.
General queries or questions — if you simply need information or an update on your case, your Local Property Partner or Property Sales Consultant can help. Should you need any further assistance, get in touch with us at generalenquiries@purplebricks.com and our Customer Experience team can assist as well.
How the process works
Before making a formal complaint
Your first step should always be to speak directly with your Local Property Partner, Property Sales Consultant or a Team Manager. They’re your closest point of contact and are best placed to resolve issues quickly.
Stage 1 - Customer Experience Agent - If your Representative isn’t able to resolve your complaint or if you’re not satisfied with their response, please let us know by putting your complaint in writing, via our web form www.purplebricks.co.uk/contact-us so that we can start a full investigation. Once we receive your complaint, we will acknowledge it within 3 working days and provide a written response within 15 working days.
Stage 2 - Senior Customer Experience Agent - If you are not happy with the Stage 1 response, you have one month from receipt to escalate this to the next stage. Details of how to do this are provided within the written response. We’ll be sure to acknowledge your complaint within three working days — and you’ll be provided with a final written response within 15 working days.
Stage 3 - The Property Ombudsman Service and Propertymark - If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman OR Propertymark without charge.
We’ll give you all of the information on how to do this with our Stage Two response, but you can always visit their site for more information.
If you do wish to contact The Property Ombudsman Service, you must do it within 12 months of our Stage Two response. The Ombudsman Service will only consider your complaint after you’ve gone through our complaints procedure, so please always start by contacting us directly. We’ll try to get the problem sorted as soon as possible.
The Property Ombudsman Address:
The Property Ombudsman
Unit 159756, PO Box 7169, Poole, BH15 9EL
The Property Ombudsman Phone:
01722 333306
The Property Ombudsman Website:
Propertymark Address:
Propertymark
Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG
Propertymark Phone:
01926 496800
Propertymark:
Purplebricks is a member of Propertymark. If you remain dissatisfied after completing our internal complaints process, you may raise concerns about our conduct with Propertymark.
Propertymark reviews complaints relating to breaches of its professional standards and conduct rules. Please note that Propertymark cannot award compensation or resolve disputes between parties.
You can find more information about submitting a conduct complaint on the Propertymark website.