Following revelations in the recent BBC Panorama programme, “Undercover Estate Agent”, clients are being urged to take a closer look at who they trust to manage their property transactions and why that choice matters more than ever.
The investigation sheds light on concerning practices within the estate agency sector, exposing how some agents prioritise referral commissions over client care. The programme revealed that buyers and sellers were often being pushed towards preferred brokers and conveyancers not because they were the best fit for their needs, but because they generated lucrative referral fees for the agent.
At Coole Bevis, we believe this is the wrong way to do business.
We do not pay or accept referral fees. Our focus is and has always been on putting our clients first. We choose to work with estate agents who understand the value of genuine service, not financial kickbacks. Agents who recommend clients to us do so because they trust we will take care of them, with professionalism, integrity, and transparency.
Why It Matters
When buying or selling a property, you’re entrusting professionals with one of the most important transactions of your life. It’s not just about bricks and mortar, it’s about your future, your finances, and your personal information. You deserve the right to choose a solicitor or conveyancer based on expertise, communication, and trust – not on a behind-the-scenes payment. Clients should be informed and empowered. When choices are influenced by commission rather than competence, the client can end up paying the price, whether through poor communication, unnecessary delays, higher costs, lost income or worse.
What You Should Know – Practical Advice for Buyers and Sellers
To protect yourself and ensure your interests come first during a property transaction, here are some important points to keep in mind:
- Shop around: You are under no obligation to use the conveyancer or broker recommended by your estate agent. Compare quotes and read reviews before making a decision.
- Use trusted professionals: If you already have a solicitor, broker, or financial advisor you know and trust, you are entitled to stick with them.
- Understand referral arrangements: Ask if the agent is receiving a fee for recommending a particular professional. They are legally required to disclose this.
- Know your rights: Conditional selling (e.g., “We’ll only accept your offer if you use our broker/solicitor”) is against industry regulations. It’s not allowed.
- Report concerning behaviour: If you feel pressured into using a particular service, report the agent to:
- The Property Ombudsman (TPO): www.tpos.co.uk
- Trading Standards: www.tradingstandards.uk
Protecting Your Interests
At Coole Bevis, we are proud to be transparent and ethical. We are regulated by the Solicitors Regulation Authority. We don’t cut corners. We don’t share your data with third parties without your consent, and we won’t compromise our standards in exchange for a fee.
Our team takes the time to understand your needs, provide clear advice and ensure your property journey is as smooth as possible. That’s what real service looks like and what every client should expect.
Choose Transparency
If you are buying or selling a property and want peace of mind that your legal team is acting in your best interests, not someone else’s, make sure you ask questions. You have the right to choose your own solicitor and mortgage broker to understand how referrals work, and to receive the care and respect you deserve.
For more information regarding Residential Property or any other legal matter, please don’t hesitate to contact our team today.
Recent news & insights
