Purplebricks has been the subject of another complaint to the Advertising Standards Authority - and the issue has again been categorised as ‘informally resolved.’
A statement to Estate Agent Today by the ASA says: “The complainant challenged whether two radio ads made sufficiently clear that Purplebricks charged a fee for their service. The ads are no longer being aired and Purplebricks gave assurance that they’ll ensure the information is clear in future ads.”
On that basis the complaint was classed as ‘informally resolved’ meaning it will not be the subject of any further investigation.
This is the 12th time that Purplebricks has been the subject of complaints to the ASA. Almost all of them have been upheld, and most informally resolved.
The most recent, before today, was in August when the complaint was over a claim on its website home page that the agency advertised on “all the major portals” when it fact it could not advertise on OnTheMarket, which effectively bans hybrid and online agencies from its listings.
The only complaint to the ASA that was not upheld was almost exactly a year ago and came collectively from estate agents and Plymouth city council’s trading standards team.
In 2016 Estate Agent Today asked the ASA for information about why so many complaints about agents appeared to be informally resolved, sometimes to the annoyance of others in the industry.
At that time a spokeswoman for the ASA told EAT: “Our own public research shows us an informal resolution is the preferred option for both advertisers and complainants.
“It is a fast and effective way to resolve what are normally complaints about minor or clear cut issues under the rules and which are easily corrected.
“We do however reserve the right to escalate any complaint to a formal investigation if we feel like the concerns raised represent a significant consumer detriment or if the advertiser wished to challenge the details of the complaint raised.”