A recent episode of BBC Panorama has reignited debate around certain practices within the UK property sector — particularly conditional selling, where buyers are pressured into using estate agents’ in-house services.
While this does not reflect the behaviour of all estate agents, the programme highlighted concerning real-world examples. At Cherry Street Finance, we’ve seen similar issues raised by clients, and one of our own advisers experienced a situation that highlights how these tactics can directly affect buyers.
This article explains what conditional selling is, why it matters, and how to make informed decisions when navigating the homebuying process.
Understanding conditional selling
Conditional selling refers to situations where an estate agent suggests — explicitly or subtly — that a buyer’s offer will only be taken seriously, or may be prioritised, if they use the agency’s preferred mortgage adviser, solicitor, or surveyor.
This approach breaches UK regulations. According to the Estate Agents Act 1979, all legitimate offers must be submitted to the seller, no matter who the buyer chooses to represent them.
While many estate agents conduct themselves professionally, we continue to see instances where buyers feel cornered or misinformed — adding unnecessary stress to what should be a clear and transparent process.
Why it raises concerns
- Reduced buyer freedom. Buyers may believe they must use specific service providers, even if they’ve already engaged professionals of their own choosing.
- Potentially inflated costs. Some in-house brokers and legal teams charge upfront fees or add hidden costs to third-party services, often significantly increasing the overall cost of purchasing a property.
- Pressure in a high-stakes moment. The suggestion that an offer won’t be considered unless certain services are used can be deeply unsettling — especially for first-time buyers or those unfamiliar with the process.
A first-hand account from our team
One of our advisers recently made an offer on a home listed with a well-known estate agency. Despite politely declining their mortgage and conveyancing services — having sourced alternatives independently — he soon encountered an unexpected obstacle.
After choosing a solicitor via our legal fee comparison system and sharing the selection with the agent, the estate agency submitted his details to the same law firm themselves, positioning it as their own referral.
The law firm then refused to honour the original quote and increased the fee by around £1,000, citing a commercial agreement with the estate agent. In practice, this amounted to a referral fee or kickback paid by the solicitor to the estate agent — and one which the buyer was being asked to absorb.
Rather than accept the inflated price, our adviser returned to our panel, selected another conveyancer, and proceeded at the fair market rate. This example demonstrates the value of independent advice and how easily buyers can be drawn into agreements that cost far more than necessary.
Our approach at Cherry Street Finance
At Cherry Street Finance, we operate as a fee-free, whole-of-market mortgage broker. Our core commitments are:
- No broker fees — ever
- Full access to the entire UK mortgage market
- No pressure on clients to use specific solicitors, brokers, or services
- Clear, honest advice with your best interests at the centre
We also want to emphasise that many estate agents act professionally and provide valuable service to buyers and sellers alike. We maintain healthy, respectful relationships with many agents across the country.
We’re also happy to work with clients referred to us by estate agents — on the strict understanding that the client’s freedom to choose is fully respected, no pressure is applied during or after the introduction, and we act independently and without favour to any third-party commercial interest.
In short, we welcome referrals based on value, trust, and service quality — not obligation or incentive.
How we add value
When you work with Cherry Street Finance, you gain:
- Clear information about your legal rights as a buyer
- Access to the full mortgage market, not just selected lenders
- Transparent legal fee comparisons without hidden referral costs
- Support if you experience pressure at any point during your purchase
Our goal is to empower buyers with control and clarity at every stage of their homebuying journey.
Know your rights as a buyer
If you’re told that your offer will only be considered if you use a particular adviser or legal firm, you are within your rights to decline. You’re entitled to:
- Choose your own mortgage broker
- Instruct your preferred solicitor
- Be informed of all fees upfront
- Have your offer submitted and considered fairly
If you’re ever in doubt, seek advice from an independent broker who can represent your interests without compromise.
Final thoughts
The Panorama broadcast has brought much-needed attention to practices that — while not universal — have long undermined confidence in certain areas of the homebuying process.
At Cherry Street Finance, we welcome this scrutiny. It supports our longstanding belief in fairness, client choice, and independent advice.
Whether you’ve found us online, through a recommendation, or via a professional referral, our promise is simple: you’ll receive expert, honest mortgage advice with no pressure and no hidden costs.
If you’re starting your property journey and want guidance you can trust, we’re here to help.