A firm called UK Estate Agent has been expelled from the Property Redress Scheme after it failed to comply with seven decisions.

The firm, which owes almost £13,000 to consumers, failed to provide responses to complaints, said the PRS, despite “numerous attempts”.

The PRS said this means that it was unable to try and seek an early resolution – an informal stage which aims to reach mutual agreement without the need to go through a full form process.

A spokesperson said: “We firmly believe early intervention and creating a mutual resolution through simplified negotiation encourages relationships to continue or move on amicably.

“We have changed the landscape of dispute resolution and plan to continue finding new, innovative ways to adapt our current process.

“Our overall aim is to deliver a service where agents can put things right whilst gaining valuable guidance going forward, leaving consumers feeling protected and compensated.

“In this case, because the agent failed to engage in our process they missed the opportunity to take our early intervention route that benefits both parties.

“This meant that the final decision was based solely on the complainants’ evidence because that’s all the PRS had to go by.”

The PRS said that UK Estate Agent, in London, owes a total of £12,903.19 to landlords and tenants. It said the firm “shows no indication of settling the debt”.

The complaints mostly concern client money, holding deposits, rent collection and other fees or changes.

The PRS said that many of the complaints relate to the Tenant Fees Act which became law last June.

The PRS also described UK Estate Agent as a repeat offender.

It said that last year it complied with six decisions and paid out a total of £9,598. These complaints also concerned fees and charges.

According to Companies House, UK Estate Agent was incorporated in July 2018.