Complaints Procedure

A complaint against a Guild Member Agent

To be a Guild Member Agent, each business is required to be a Member of a redress body and have their own internal complaints procedure. A copy of their policy may be available on the relevant Member’s website or this can also be obtained by contacting the Member directly.

If you wish to make a complaint against a Guild Member, then please detail your complaint directly to the relevant agent directly in writing, and they will respond in accordance with their documented policy.

If you have any subsequent problems or concerns, then you may notify us in writing via We will acknowledge your complaint within three working days and respond with our findings within 15 days.


A complaint against The Guild of Property Professionals

If you have a complaint against our company (The Guild of Property Professionals), please follow the Complaints Procedure outlined below:

Submit your complaint in writing to We will acknowledge receipt of your complaint within three working days and respond in writing to you within 15 days. You will be advised who is the best person to investigate and respond to you, depending on the nature of your complaint.

If you are dissatisfied with the response, you can escalate your complaint to Iain McKenzie (CEO of The Guild) by emailing You can also submit your complaint in writing to: Paul Offley, The Guild of Property Professionals, 121 Park Lane, Mayfair, London, W1K 7AG. We will then investigate and reply with a resolution within 15 days of receipt.


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