How to File a Complaint Against a Letting Agent in Wales

As a renter in Wales, having issues with your letting agent can be stressful—whether it’s about unreturned deposits, poor maintenance, hidden fees, or unfair treatment. Fortunately, the law in Wales offers clear steps to help you make a formal complaint and escalate it if necessary. This guide explains your rights, the complaints process, and official bodies to contact for help, so you feel supported throughout.

Understanding Your Rights as a Renter in Wales

Letting agents in Wales must be registered and comply with professional standards set out in the Renting Homes (Wales) Act 2016 and the Housing (Wales) Act 2014¹. This legislation protects tenants from unfair practices, ensures your tenancy agreement is followed, and requires agents to be part of a redress scheme.

What Issues Can You Complain About?

Common reasons to complain about a letting agent include:

• Poor or ignored repair requests
• Unfair or unclear charges
• Deposit disputes
• Lack of communication or professionalism
• Failure to provide key documents, such as tenancy agreements

Important: If you experience discrimination or harassment, you can also raise a complaint, and further legal protections may apply.

Step-by-Step Process: How to Complain About a Letting Agent

1. Raise the Issue Directly with the Letting Agent

Start by contacting the letting agent—put your complaint in writing (such as an email or letter) and keep copies. Explain the issue clearly, include dates and any supporting documents, and state what resolution you are seeking (e.g., repairs, fees refunded).

2. Follow the Agent's Official Complaints Procedure

Registered letting agents must have a published complaints process. Ask for this if it is not provided. Allow the agent a reasonable timeframe—usually up to 8 weeks—to respond and resolve your complaint.

3. Escalate to an Approved Redress Scheme

If the letting agent does not resolve your complaint, you have the right to escalate it to an independent, government-approved redress scheme. In Wales, agents must be a member of one of these:

• The Property Ombudsman (TPO)
• Property Redress Scheme (PRS)

Check your agent’s website or with Rent Smart Wales to confirm which scheme applies. These bodies are impartial and can order the agent to take action or pay compensation. Use the scheme’s official complaint form (online or by post) and supply supporting evidence.

4. Report Unregistered or Rogue Agents

In Wales, letting agents must be licensed with Rent Smart Wales. If your agent is unregistered, you can:

• Report to Rent Smart Wales via their official enforcement form.
• If the issue is criminal (e.g., harassment, illegal eviction), contact your local council’s housing department or the police.

5. Last Resort: Take Your Case to the Residential Property Tribunal Wales

If your dispute remains unresolved, you may apply to the Residential Property Tribunal Wales (RPT Wales), which handles certain residential landlord and agent disputes, including specific issues about fees, repairs, or possession claims.

For example, if your complaint concerns unlawful fees under the Renting Homes (Fees etc.) (Wales) Act 2019, you can use the tribunal.

Official Forms Involved

• Rent Smart Wales – Feedback or Enforcement Form
  Used to report unlicensed or rogue agents. Complete online or download from the Rent Smart Wales Feedback page. For example, if your letting agent refuses to register or acts unlawfully, submit details here.
• Residential Property Tribunal Wales – Application Form
  Different forms are available depending on the dispute. For rent or fee disputes, use the appropriate RPT Wales application form. For example, if your letting agent charged illegal fees, you’d complete the relevant fee dispute form, attach evidence, and submit as instructed.
• Scheme Complaint Forms (TPO/PRS)
  If escalating to a redress scheme, each has its own complaint submission process. The Property Ombudsman complaint form and PRS complaint form are available online. Use these after following the letting agent’s process first.

Tip: Always gather copies of your tenancy agreement, correspondence, and receipts. Keeping detailed records will make your complaint much more effective.

Frequently Asked Questions

1. Can I complain if my letting agent is slow to arrange repairs?
   Yes. Repairs are a legal obligation. Raise it in writing with the agent, and if not resolved, use their complaints process or escalate to a redress scheme or Residential Property Tribunal Wales if necessary.
2. Do I need a solicitor to make a complaint about a letting agent?
   No, most complaints can be made by you directly. Official forms and schemes are designed to be accessible. For complex cases or claims, you can seek free advice first.
3. How do I find out if my letting agent is properly registered?
   Check with Rent Smart Wales – Agent Register using your agent’s details.
4. What if my agent tries to evict me after I make a complaint?
   This could be a form of unlawful eviction or retaliation. Seek urgent advice from your local council or Welsh Government housing help.
5. Can I recover lost rent or fees if my complaint is upheld?
   Redress schemes and the tribunal may order compensation or repayment of unlawful fees if your complaint is successful.

Key Takeaways

• Letting agents in Wales must be registered, follow the law, and have a complaints process
• If a complaint is not resolved, escalate to a recognised redress scheme or the Residential Property Tribunal Wales
• Use official forms and gather all documents for best results

Understanding each step makes your complaint more effective and helps protect your rights as a renter.

Need Help? Resources for Renters

• Rent Smart Wales – Registration, licencing, and reporting offences
• Welsh Government Housing Help – Guidance and support
• Residential Property Tribunal Wales – Dispute forms, procedures, and information
• The Property Ombudsman (TPO) – Submit formal complaints
• Property Redress Scheme (PRS) – Independent redress body

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1. Housing (Wales) Act 2014; Renting Homes (Wales) Act 2016; Renting Homes (Fees etc.) (Wales) Act 2019

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