Property auctions remain an important route to market for buyers and sellers but the sector must continue to listen to consumer concerns and focus on best practice as complaint levels remain disproportionately high, Propertymark warns.
The comments follow report from The Property Ombudsman (TPO) which found that property auctions account for just 2% of home sales but generate 5% of all complaints received by the Ombudsman and 9% of residential sales complaints.
According to the Ombudsman’s report, more than 300 auction-related complaints were resolved during 2025, with buyers and prospective buyers accounting for 68% of residential auction complaints.
A key area of concern was the growing use of the Modern Method of Auction, where buyers can misunderstand the fees, deadlines and commitments involved. Reservation fees featured heavily in complaints, particularly where consumers believed fees would be refundable or deducted from the purchase price.
MARKETING ACCURACY
The Ombudsman’s report also highlighted issues relating to marketing accuracy, incomplete legal packs and a lack of clarity around auction processes.
Lesley Horton, Chief Property Ombudsman, says consumers and auction providers both have responsibilities, but warned that key information and points of financial commitment must be communicated clearly and transparently.
The Ombudsman is calling on auction providers to improve explanations around auction types, fees and legal commitments, while ensuring buyers are fully aware of the risks and obligations involved before proceeding.
OPEN AND RECEPTIVE
Stuart Collar-Brown (main picture, inset), NAVA Propertymark President, says: “Property auctions help give buyers and sellers an alternative method to buy and sell property.
“Traditionally, auctioneering has always presented a robust method for those who either want or need to complete a property transaction within a strict timeframe.
“The profession has evolved immensely over the last few years.”
“The profession has evolved immensely over the last few years, embracing new ways of thinking and innovative technology to assist both buyers and sellers.
“However, it is important that the sector is open and receptive to concerns at every opportunity to maintain a consumer-centric focus and to ensure needs are not just met but ideally exceeded.
“It is important that the profession is always approachable and receptive to direct consumer feedback and has a collective ambition to progress forward using best practice and a clear ambition to surpass expectations.”
