How to Make a Complaint About a Letting Agent in Scotland

If you're renting in Scotland and experiencing problems with your letting agent—such as poor communication, unexpected fees, or delays in repairs—it's important to know your rights and the steps you can take to resolve the issue. This guide explains the process for making a complaint about a letting agent in Scotland, helping you achieve a fair outcome.

Understanding Letting Agent Standards in Scotland

Letting agents in Scotland must follow a strict set of rules and professional standards laid out in the Letting Agent Code of Practice (Scotland) Regulations 2016. They are also legally required to register with the Scottish Letting Agent Register. These measures aim to protect tenants from unfair treatment and ensure agents act responsibly.

Common Reasons to Complain About a Letting Agent

• Charging illegal or excessive fees
• Delays in returning your deposit
• Poor communication or failure to respond to maintenance requests
• Unfair eviction notices or not following proper eviction procedures
• Breach of contract or Code of Practice

If your issue relates specifically to the condition of your home, visit the First-tier Tribunal Housing and Property Chamber for more guidance.

Step-By-Step: How to Complain About a Letting Agent in Scotland

Taking the right steps can help resolve your complaint more quickly and effectively.

1. Raise Your Complaint Directly With the Agent

Start by contacting your letting agent—preferably in writing—explaining your complaint clearly and providing evidence (such as emails, letters, or photos). Ask for a formal response within a reasonable timescale (usually 14 days).

2. Escalate Using the Agent's Complaints Procedure

All registered letting agents must have a written complaints procedure. If your informal approach doesn’t resolve the issue, ask the agent for a copy of their complaints process and follow it step by step.

3. Contact a Redress Scheme or Relevant Authority

If you’re still unsatisfied after following the complaints procedure, you can escalate your complaint to the:

• First-tier Tribunal (Housing and Property Chamber) Scotland – this independent tribunal can consider complaints about breaches of the Letting Agent Code of Practice or agents who have not registered properly. Apply online here.

4. Submit the Official Complaint Form

To make a complaint about a letting agent, you need to complete the official Letting Agent Code of Practice – Application Form (no specific form number). This form asks you to provide details of your issue, what steps you’ve already taken, and any supporting evidence.

• Letting Agent Code of Practice Application Form

Example: If your letting agent repeatedly ignores your requests to fix a broken boiler, you would fill out this form, noting the failed communications and attaching proof. You submit it to the Housing and Property Chamber for review.

What Happens Next?

The First-tier Tribunal (Housing and Property Chamber) reviews your complaint. They may invite you and the agent to a tribunal hearing where evidence is considered. If the tribunal finds in your favour, it can issue a Letting Agent Enforcement Order, requiring the agent to take specific actions to put things right.

Your Rights as a Renter in Scotland

As a tenant in Scotland, your rights are protected by several laws, most notably the Private Housing (Tenancies) (Scotland) Act 2016. This outlines the rules for rent, eviction, repairs, and dispute processes. Letting agents must abide by these rules and the Code of Practice at all times.

FAQ: Complaining About a Letting Agent in Scotland

1. Can I complain if my letting agent is not registered?
   If you discover your letting agent is not registered as required by Scottish law, you can report them to the Scottish Letting Agent Register and make an application to the First-tier Tribunal Housing and Property Chamber.
2. Is there a deadline for making a complaint?
   You should make your complaint as soon as possible after the problem arises. There are no strict statutory deadlines, but acting quickly helps your case.
3. What evidence should I include with my complaint?
   Include written correspondence, photos, contracts, or statements that demonstrate the issue. The more clear documentation you provide, the better the tribunal can assess your case.
4. Can the tribunal make the agent compensate me?
   Yes. The First-tier Tribunal can order letting agents to take specific actions, including compensation, if they rule in your favour.
5. Do I need legal representation to make a complaint?
   No. The process is designed to be accessible to renters without legal help, but you can seek advice from support agencies if you wish.

Conclusion: Key Takeaways

• Letting agents must be registered and follow the Letting Agent Code of Practice in Scotland.
• If you have a complaint, start with the agent’s own process, then use the official complaint form to escalate.
• The First-tier Tribunal Housing and Property Chamber can resolve disputes and enforce action.

Understanding and following these steps can help you resolve issues with letting agents more effectively.

Need Help? Resources for Renters

• First-tier Tribunal Housing and Property Chamber – for complaints against letting agents
• Scottish Government tenant rights guidance
• Citizens Advice Scotland – Letting Agents Help
• Letting Agent Register – Check if your agent is registered

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1. Letting Agent Code of Practice (Scotland) Regulations 2016
2. Private Housing (Tenancies) (Scotland) Act 2016
3. First-tier Tribunal Housing and Property Chamber

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