As a REALTOR® member, your commitment to professionalism and delivering the highest level of service is what sets you apart from other real estate professionals. Even so, ethical issues can still arise. Many complaints aren’t the result of intentional misconduct, but rather stem from miscommunication, assumptions, or small missteps that escalate over time. It’s important to know that you can mitigate these risks and avoid being on the responding side of an ethics complaint.
Looking at local trends from 2025, the most commonly cited articles of the Code of Ethics were articles 1, 2, 9, and 12. While each situation is unique, these patterns highlight where issues tend to occur and how they can often be prevented.
The following are summarized key principles of the above-referenced articles. For the full text, refer to the National Association of REALTORS® (NAR) website.
- Article 1: Protect & promote your client’s interests, but be honest with all parties.
- Article 2: Avoid exaggeration, misrepresentation, and concealment of pertinent facts. Do not reveal facts that are confidential under the scope of your agency relationship.
- Article 9: Assure, whenever possible, that transactional details are in writing.
- Article 12: Communicate honestly and present a true picture in your advertising, marketing, and other public representations.
Breakdowns in Communication
Common Issue:
Many complaints begin with frustration. Delayed responses, unclear expectations, or tone in emails and texts can quickly escalate a minor disagreement into a formal complaint.
How to avoid it:
- Set clear expectations with clients and other agents.
- Keep communication professional, neutral, and focused on facts.
- Pause and think before responding to a frustrating message.
- Clearly explain options and document recommendations.
- Consistently communicate through each phase of the transaction.
A simple follow-up or clarification can prevent a dispute from ever arising. Many of these situations are preventable with clear, proactive communication.
Misrepresentation & Lack of Transparency
Common Issue:
Even minor, unintentional inaccuracies about a property or transaction can lead to a violation. Relying on secondhand information, making assumptions, or failing to verify details are common contributors.
How to avoid it:
- Verify property details and information before sharing.
- Avoid assumptions, especially with material facts.
- Correct any exaggerations or omissions.
- When in doubt, disclose and document.
Accuracy and transparency are crucial. Small oversights can quickly become larger issues.
Advertising and Representation Issues
Common Issue:
Complaints also arise from how a property or service is presented. Misleading or unclear advertising, especially online, continues to be a frequent allegation cited in complaints. This includes everything from social media posts to marketing materials and listing information.
How to avoid it:
- Ensure all information is accurate and verifiable before sharing.
- Clearly identify your brokerage in a reasonable and readily apparent manner.
- Do not manipulate listings and other content in any way that produces a deceptive or misleading result.
If a consumer or another agent could misunderstand the message or content, it’s worth taking a second look.
A Final Thought
A vast majority of ethics complaints are not the result of intentional wrongdoing; they’re the result of situations that weren’t addressed early or clearly enough.
By focusing on clear communication, thorough documentation, and professionalism in every interaction, you can significantly reduce your risk.
If a concern arises, several resources are available to you. A great place to start is our Ombudsman Program, which can help address misunderstandings early and resolve them. Stay tuned for a deeper dive into our dispute resolution services in the near future!
Have questions about professional standards or the Code of Ethics?
Your Association is here as a resource; don’t hesitate to reach out. Take a look at the St. Louis REALTORS® Professional Standards Process and Dispute Resolution services.