“We fully subscribe to the Property Ombudsman’s Code of Practice with regard to disclosure to our customers. We believe that the terms and nature of our payment options are very clear on our website, and in the sign-up procedure. Our Local Property Experts undergo detailed training on briefing customers on our flat fee structure and the delayed payment facility, provided by Close Brothers, a well respected banking group.
To put this issue into perspective, only 0.2 per cent of our customers have registered complaints about payment or financing issues. On the few occasions where disclosure has been less than ideal, we are sorry this has happened, and have already instructed our LPE’s to provide greater clarity to satisfy our obligations.
With regard to suggestions LPE’s have exaggerated their sales records, they typically work in teams across a territory. We have not had access to the recordings of these conversations, however we understand the LPE’s were referencing their overall team’s performance. There was no intention to mislead, or indeed a need to, given our strong track record.
Purplebricks was built on the principles of fairness, transparency and convenience. Since launch we have saved customers millions of pounds in commission payments and seen downward pressure on the commission charged by traditional agents, which has been great news for consumers.“