Buying, renting, or selling property is one of the biggest financial decisions anyone can make. In the UK, estate agencies play a crucial role in guiding clients through these high-stakes transactions. While many agencies operate professionally, some have gained notoriety for unethical practices, poor communication, hidden fees, and even fraud.
This article dives into the “anti-rating” of some of the most controversial and heavily criticized estate agencies in the UK. Based on real customer experiences, media reports, and watchdog investigations, we expose what went wrong, what red flags to watch for, and how to protect yourself as a tenant, buyer, or seller.
1. Common Problems Faced by Clients
Before naming names, it’s important to recognize the key issues that repeatedly lead to complaints and legal disputes in the real estate sector:
- Unexplained or hidden fees
- Lack of communication and follow-up
- Failure to return deposits
- False advertising or misleading property listings
- Delays in processing documents or moving dates
- Neglected repairs and maintenance (especially in rentals)
- Aggressive tactics or misleading legal advice
- Unresponsiveness after contracts are signed
Let’s now explore the most talked-about agencies in the UK where these issues have made headlines — or sent customers straight to complaint platforms.
2. Anti-Rating: UK’s Most Notorious Estate Agencies
⚠️ Note: All information is based on publicly available reviews, watchdog reports, press investigations, and official tribunal records. Names reflect agencies with a track record of repeated complaints.
1. Purplebricks
Type: Online estate agent
Headquarters: Solihull, England
Key Issues:
- Mishandling of deposits and tenancy protection schemes
- Inadequate customer support
- Problems with follow-through once a property is listed
- Accusations of misrepresenting services as “no sale, no fee” (actual upfront costs still apply)
Example Complaint:
Tenants reported that their deposits were not properly registered with a government-approved protection scheme — a legal requirement. Others complained that their property listings stayed active for months with no viewings, despite paying upfront.
Watchdog Action:
In 2022, Purplebricks admitted to a compliance error involving thousands of tenancy deposits, risking fines and legal action.
2. Foxtons
Type: High-street agent, nationwide presence
Headquarters: London
Key Issues:
- Aggressive sales tactics
- High admin fees (prior to tenant fee ban)
- Overpromising to landlords, underdelivering on tenants
- Poor tenant service and repair delays
Example Complaint:
Multiple tenants reported being charged hundreds in non-refundable fees prior to 2019, and having to chase the agency for basic maintenance like broken boilers or mold removal.
Media Coverage:
Foxtons faced backlash over £600 fees for tenancy agreements and was heavily criticized by tenant advocacy groups like Generation Rent.
3. Countrywide (now part of Connells Group)
Type: Nationwide chain with multiple sub-brands (e.g., Bairstow Eves, Bridgfords)
Status: Merged due to financial instability
Key Issues:
- Mismanagement of landlord accounts
- Poor communication across branches
- Complaints about mortgage mis-selling and misleading advice
- Repeated low ratings on Trustpilot and AllAgents
Example Complaint:
One customer claimed their tenancy deposit “disappeared” during a Countrywide agency takeover. Others cited being passed between branches with no accountability.
Watchdog Involvement:
The Financial Conduct Authority investigated associated mortgage services offered through Countrywide in previous years.
4. Your Move
Type: National estate agent with rental and sales divisions
Headquarters: Newcastle upon Tyne
Key Issues:
- Poor repair service for rental tenants
- High-pressure sales tactics
- Unexplained charges after tenancy ends
- Maintenance issues repeatedly ignored
Example Complaint:
Several tenants shared experiences of living in damp or unsafe conditions while repair requests went unanswered for weeks or months.
Trustpilot Snapshot:
Rated “Bad” on Trustpilot as of 2024, with 1.5 out of 5 stars from over 3,000 reviews.
5. Dexters
Type: London-based estate agent
Reputation: Upscale, but controversial among renters
Key Issues:
- Pushy letting agents
- Withholding deposits
- Difficult communication once agreements are signed
- “Bait and switch” property listings (showing properties that are already let)
Example Complaint:
Renters reported being pressured to place holding deposits immediately during viewings, only to be told days later that the property had gone to someone else.
Legal Outcome:
In 2023, Dexters settled several tenancy tribunal cases regarding unfair charges and misleading advertising.
3. Patterns to Watch For in Problematic Agencies
If you’re dealing with an estate agency — especially as a tenant or first-time buyer — keep an eye out for these red flags:
- 🟥 No written confirmation after payments
- 🟥 Refusal to give a full inventory report or tenancy agreement upfront
- 🟥 Generic replies or ignored emails post-payment
- 🟥 Agents pushing you to act immediately or “you’ll lose the property”
- 🟥 Fees not clearly listed or explained
4. What You Can Do If You Have a Problem
✅ 1. Know Your Rights
- Tenants: Check the Tenant Fees Act 2019 — most admin fees are now illegal.
- Buyers: Agents must follow the Property Ombudsman Code of Practice.
- Deposits: Must be protected by a government-approved scheme (e.g., TDS, MyDeposits, DPS).
✅ 2. File a Complaint
- Contact the agency directly in writing.
- If unresolved, escalate to The Property Ombudsman (TPO) or PRS (Property Redress Scheme).
- Use platforms like AllAgents.co.uk to warn others.
✅ 3. Leave Online Reviews
- Trustpilot, Google Reviews, and AllAgents matter. Your experience can save others from making costly mistakes.
5. Better Alternatives: Agencies with High Trust Ratings
| Agency Name | Trustpilot Rating (2024) | Known For |
| EweMove | 4.8 / 5 | Transparent pricing, digital support |
| OpenRent | 4.6 / 5 | Landlord-to-tenant direct platform |
| Savills | 4.5 / 5 | High-end properties, responsive service |
| Hamptons | 4.4 / 5 | Well-reviewed rentals and property listings |
Not all estate agents are created equal. While many offer helpful, honest service, others fall short — sometimes shockingly so. From hidden fees and legal violations to poor communication and unkept promises, these agencies have caused frustration for thousands of UK property seekers.
🏠 If you’re entering the housing market, arm yourself with knowledge, trust your instincts, and never rush under pressure. A dream home shouldn’t come with a nightmare experience.
