Complaints procedure

We take complaints about Agency Free seriously. This procedure explains how to complain, what we can deal with, and how long we take to respond. It applies to the platform — not to the sale, let, or conduct of a landlord or seller who has advertised on the site.

Who we are

Agency Free is a listing platform. We publish adverts that landlords, owners, and (where relevant) tradespeople create. We are not an estate agent or letting agent. We are not a party to any purchase, tenancy, or building contract that starts from a listing or a job post.

What we can investigate

• How our website, account, or listing tools have worked for you.
• Whether a listing or profile on our site appears to break our terms of use.
• How we have handled your personal data, as set out in our privacy policy.

We cannot adjudicate viewings, offers, deposits, rent, repairs, surveys, or legal completion. Those sit between you and the landlord, seller, or tradesperson. Contact them using the details on the listing or job. If you believe a crime has been committed, contact the police.

How to complain

Email hello@agencyfree.uk with the subject line “Complaint”. Please include:

• Your name and the email address on your account, if you have one.
• The listing, profile, or page URL, where it is relevant.
• What happened, when, and what you would like us to do.
• Any reference numbers or screenshots that help us investigate.

Timescales

• We will acknowledge a complaint within 3 working days of receiving it.
• We will send a substantive response within 15 working days where we can.
• If the matter needs longer, we will say so and give a final response within 8 weeks of the original complaint.

Working days are Monday to Friday, excluding UK bank holidays.

What we can do — and the limits

Where a complaint is upheld we may correct our own records, change how a feature works, take down a listing, or suspend an account. We do not pay compensation for a deal that falls through, for a landlord’s or seller’s conduct, or for losses on a property transaction. Nothing in this procedure limits your statutory rights, or our liability for death or personal injury caused by negligence, or for fraud.

We are not a member of The Property Ombudsman, the Property Redress Scheme, or any other property redress scheme. Those schemes apply to estate agents and letting agents. As a listing platform we do not claim membership we do not hold.

If you are still unhappy

• Data protection: you can complain to the Information Commissioner’s Office.
• Advertising: you can complain to the Advertising Standards Authority.
• Other disputes may be a matter for your solicitor or the courts. We cannot give legal advice.

For ordinary support that is not a complaint, use Contact.