The Property Redress Scheme is a new, straightforward and easy-to-use consumer redress (ombudsman) scheme for Property Agents and Professionals.

The main purposes of the Property Redress Scheme are to allow Agents to comply with their legal requirement to be a member of a Government-authorised consumer redress scheme and to settle or resolve complaints made by consumers against members.

As a member, we benefit from a simple three-stage process to resolve the complaint:

  • The member will first be given an opportunity to resolve the complaint directly
  • The Property Redress Scheme offers a mediation service
  • The Property Redress Scheme Ombudsman will make a binding decision on the complaint

The Advisory Council

The Property Redress Scheme has appointed an independent Advisory Council consisting of industry experts who will both guide and scrutinise the work of the Property Redress Scheme.


The PRS is authorised by the Department for Communities and Local Government to offer redress to Lettings and Property Management Agents and the National Trading Standards Estate Agency Team (formally the OFT) to offer redress to Estate Agents. The Property Redress Scheme is a trading name of HF Resolution Ltd which is a wholly owned subsidiary of HFIS PLC.