An agency has been expelled from the Property Redress Scheme (PRS) after it failed to provide responses to numerous complaints.
The PRS said that the London-based UK Estate Agent owes £12,903 to landlords and tenants, but had shown “no indication of settling the debt”.
Other complaints against the agency concerned client money, holding deposits, rent collection and other fees. Many of the complaints related to the Tenant Fees Act.
Despite “numerous attempts” made by the PRS, the agency failed to comply with seven decisions and was thus expelled from the scheme.
The scheme described the agency as a “repeat offender”, who had also received complaints concerning fees and charges the year prior.
A spokesperson from the scheme said: “We firmly believe early intervention and creating a mutual resolution through simplified negotiation encourages relationships to continue or move on amicably.
“Our overall aim is to deliver a service where agents can put things right whilst gaining valuable guidance going forward, leaving consumers feeling protected and compensated.”
They added: “In this case, because the agent failed to engage in our process they missed the opportunity to take our early intervention route that benefits both parties.
“This meant that the final decision was based solely on the complainants’ evidence because that’s all the PRS had to go by.”