Complaints

​Under the Property Services (Regulation) Act 2011 the Authority is empowered to:

  • Investigate complaints of improper conduct made against licensed Property Services Providers (PSPs) and initiate investigations for the purpose of ensuring compliance with the law.

Any person may make a complaint, in writing, to the Authority against a PSP in relation to improper conduct in the course of providing a property service. We have a complaint form/foirm ghearáin, to help you to provide the required information. Please also see the attached link to FAQ about complaints and improper conduct under the Act. The Authority is required to investigate all complaints unless it is satisfied that:

  • It is not made in good faith

  • Is frivolous or vexatious without substance or foundation

  • Or is likely to be resolved by mediation or other informal means between the parties

  • Even if found to be true would not constitute improper conduct.

The decision can be appealed to the Property Services Appeals Board, within 30 days of receiving that decision. The Appeals Board can be contacted at the following address:

The Secretary
The Property Services Appeal Board
51 St Stephen’s Green,
Dublin 2,
D02HK52.

Email: [email protected]

Minimum Standards 2020

The most recent PROPERTY SERVICES (REGULATION) ACT 2011 (MINIMUM STANDARDS) REGULATIONS 2020 lays down standards to be observed by licensed property services providers under S.95 of the Property Services (Regulation) Act 2011 in the provision of property services. Further information can be found here:

Powers of Authority’s Inspectors

The Authority’s Inspectors has extensive powers under the Act including, among other things, the power to:

  • Require any person to supply all information, records, etc., relevant to the investigation

  • Question any person for the purpose of the investigation

  • Require any person found on the premises to afford the Inspector reasonable assistance to enable the Inspector to carry out their inspection

  • Enter, inspect, examine and search any place at which any activity in connection with the provision of a property service is being carried on

  • Require a PSP, or any employee or agent, to authorise the Inspector to inspect any account opened by the PSP in any bank

  • Be accompanied by a member of the An Garda Síochána if the inspector has reasonable cause to fear any serious obstruction.

Sanctions

Where a finding of improper conduct is made following an investigation; the Authority can impose any of the following sanctions:

  • Issue a minor sanction of a reprimand, warning, caution or advice

  • Revoke the PSP’s licence

  • Suspend the PSP’s licence for a specified period

  • Direct the PSP to pay:

    • Up to €50,000 into the Property Services Compensation Fund
    • Up to €50,000 to the Authority towards the cost of the investigation
    • Up to €250,000 to the Authority by way of a financial penalty, or
    • Any combination of the foregoing.

Any such decision can be appealed.

Statutory Contraventions

The Act provides for a range of offences such as providing a property service without a licence, obstructing an investigation, mismanagement of client funds, etc. Any person found guilty of such an offence is liable, on summary conviction, to a fine of up to €5,000 or 12 months imprisonment or both or, on conviction on indictment, to a fine of up to €50,000 or 5 years imprisonment or both.

Notice 

In accordance with section 28 of the Property Services (Regulation) Act 2011 (the “Act”), the Property Services Regulatory Authority (“PSRA”) is tasked with the power to prosecute persons who provide property services, or hold themselves out as available to provide property services, within the State and are not the holders of a licence issued by the PSRA to permit them to do so. This is a criminal offence under the Act. 

The PSRA takes very seriously any instance of a person who provides property services, or hold themselves out as available to provide property services, but who does not hold a licence issued by the PSRA for the provision of property services. The PSRA actively monitors the provision of property services in the State so as to ensure that consumers of property services are adequately protected. 

The PSRA is entitled to take action, including court action, in respect of such persons to safeguard and protect the interests of the public, which is of paramount importance. 

Persons who are found to be providing property services, or holding themselves out as available to do so, without being licenced, may face regulatory and court action where appropriate.

Further Information on Complaints

This page was last updated on November 6, 2024