Your Legal Rights
Complete guide to making legal complaints against letting agencies in Wales
6-Step Complaint Process
Internal Complaint
Contact the letting agency directly first. Follow their internal complaints procedure or write to the manager explaining your issue and desired resolution.
Redress Schemes
Mandatory for all Welsh agents:
- The Property Ombudsman (TPO)
- Property Redress Scheme
Trade Bodies
ARLA, NAEA, NALS, UKALA members must follow codes of practice with complaint resolution services.
Trading Standards
Report Consumer Rights Act breaches: unreasonable fees, poor service, hidden charges.
Rent Smart Wales
All agents must be licensed. File complaints for code violations.
🏛️ The Property Ombudsman (TPO)
- Website: tpos.co.uk
- Phone: 01722 333306
- Free awards up to £25,000
- Binding on agents, voluntary for consumers
📋 Property Redress Scheme
- Website: theprs.co.uk
- Phone: 0330 333 0924
- Awards up to £25,000
- Fast resolution service
Small Claims Court
Last resort for financial losses. Seek legal advice first.
✅ Key Takeaway
Always start with the agent's internal process, then escalate to mandatory redress schemes. Rent Smart Wales licensing is compulsory.
