Submit complaint
Lodge a complaint against a property agency or agent.
Last updated 28 August 2026
Note:
The Council for Estate Agencies (CEA) assesses complaints based on the facts, circumstances, and evidence provided. Where there is insufficient information or evidence, CEA may not be able to proceed with the complaint.
As part of the investigation process, CEA may need to share relevant details of the complaint with the property agency or property agent concerned to give them an opportunity to respond. For this reason, CEA is unable to grant complainants anonymity.
If you wish to remain anonymous, you may submit the information as feedback instead. CEA will review the feedback but may not undertake further investigations or response if there is insufficient information or evidence.
What type of complaints can CEA address?
CEA is empowered to investigate into complaints against property agencies, otherwise known as licensed estate agents (EAs), and property agents, otherwise known as registered real estate salespersons (RESs), in relation to their conduct of estate agency work. CEA can also investigate entities and individuals suspected of conducting unlicensed estate agency work.
If you have a dispute with a property agent, CEA encourages you to first approach the property agency to resolve the dispute amicably.
If you are unable to resolve the dispute with the property agency, you may refer the matter to CEA’s Dispute Resolution Scheme, provided it falls within the scope of the scheme and you have signed the relevant prescribed estate agency agreement. Alternatively, you may wish to seek your own legal advice.
If you are unsure whether CEA can assist with your matter, please submit your feedback to us, and we will advise you on the appropriate avenue for assistance.
Common complaints
Some common complaints received by CEA include:
1. Unprofessional or poor service rendered by property agents
2. Misleading information in advertisements
3. Property advertisements published without the owner’s prior consent
4. Misconduct of property agents
5. Miscommunication or misrepresentation by property agents
6. Property agents breaching, or facilitating the breach of, Housing & Development Board’s (HDB’s) rules and regulations
Filing a complaint
You will need to provide the following information:
Your personal details, including your contact information and registered address, to facilitate communication and identification
General complaint details (e.g., Property Details and Subject Details) to help us identify the subject and property transaction in question
A chronology of events to help us understand the sequence of the events leading to the complaint
To help us look into your case, please provide as much of the following information as possible:
Details of the property agency or property agent (if known)
Whether the property agent was representing you or another party
A detailed description of what happened
Any relevant contact or business information available to you
Before lodging a complaint, please have relevant supporting documents and your Singpass login ready. You may first submit the information you currently have, and CEA may contact you if further details are required.
Lodge your complaint to CEA by completing the complaint form. Please note that saved drafts will be kept for seven days from the date of creation.
For further enquiries on how to lodge a complaint, please submit your feedback to us and we will guide you through the process.
Complaint management
Property agencies must have in place a system with suitable processes for receiving and investigating complaints against the property agency or any of its property agents.
All complaints against the property agency or any of its property agents must be investigated. A report setting out the results of the investigation and actions taken must be provided to CEA within two weeks of receiving a complaint, unless otherwise directed by CEA.
Where a complainant is making a claim against the property agency or property agent, the property agency must meet with the complainant to explore the possibility of an amicable resolution.
How CEA manages your complaint
1. Preliminary assessment
CEA will conduct a preliminary assessment of your complaint. Depending on the nature of the complaint, CEA may require the property agency to conduct its own investigation and provide its findings. If your complaint falls within CEA’s jurisdiction and warrants an investigation, it will be assigned to a CEA investigation officer.
Where a complaint falls outside CEA's scope or where additional information is required, CEA will inform you of the next steps or other avenues that may be available. Where there is insufficient information or evidence, CEA may not be able to proceed with the complaint.
2. Interview
Depending on the circumstances and information provided, the investigation officer may arrange an interview with you to obtain a statement detailing your account of the events and to clarify the information provided.
3. Investigation
The investigation process may involve setting out the allegations against the property agency or property agent concerned in writing and giving them the opportunity to respond.
4. Outcome
If there is sufficient evidence to substantiate the allegations, CEA will take the appropriate action, which may include disciplinary or prosecution action, where applicable. CEA will inform you of the outcome once the investigation and assessment of the case have been concluded, or where disciplinary or prosecution action has commenced.