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Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a Company Director.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review: The Property Ombudsman Ltd Milford House 43-45 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 www.tpos.co.uk Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Money Laundering Regulations

As with all Estate Agents, we are subject to the Money Laundering Regulations 2017. This means that we have to obtain and hold identification and proof of address for all our customers. Additionally, we are also required to establish whether there are any beneficial owners on whose behalf the transaction or activity is taking place, hence, we would request you to identify anyone who you would consider to be a beneficial owner. Where appropriate, the source or destination of funds may also be requested. Without this information we will be unable to proceed with any work on your behalf.

If you agree to purchase a property through us, we will also require identification and proof of address for any named purchaser. We will also require proof of where the deposit is coming from usually in the form of an up-to-date bank statement. If any of the deposit is gifted from a third party, we will require identification and proof of ID for them too.

Below is a list of acceptable identity documents. Subject to your individual circumstances, we may liaise with you for further/other documentation.

Individual identity documents

We require one document from List A and one document from List B.

List A -Identity Document

• Current signed passport
• Valid UK driving licence
• EEA member state identity card

List B - Proof of Address

• UK/EU/EEA Drivers Licence (if UK Drivers Licence not used as ID)
  Must be valid, not expired. Photo only. Full or provisional.
• Bank, Building Society or Credit Union Statement
  Dated with 3 months. Must include account number and show recent activity. No general correspondence.
• Credit Card Statement
  Dated within 3 months. Must include account number and show recent activity. No general correspondence.
• UK, EU, EEA Mortgage statement
  Dated within 12 months. Must show account number. No general correspondence.
• Utility Bill
  Dated within 6 months E.g. Gas, electricity, water. Must show address for service and/or account number. No general correspondence.
• Telephone Bill
  Dated within 6 months E.g. Landline or mobile pay monthly (excluding pay as you go). Must show address for service and/or account number. No general correspondence.
• Council Tax
  Dated within 12 months. Must show address for service and/or account number. No general correspondence.
• Tenancy Agreement
  Dated with 12 months. Must state full name and full property address. Issued by local council, housing association, solicitor or reputable letting agent.
• Benefits Entitlement Letter
  Dated within 12 months. Issued by DWP or Jobcentre plus. Must confirm benefit payable at time of issue. E.g. Pension, disability, single parent, housing etc.
• HMRC Tax Notification
  Dated with 6 months. Must state national insurance number and tax calculation. No general correspondence.
• Home or Motor Insurance Certificate
  Dated within 12 months. Must state insured address or registered address for vehicle and policy number. No general correspondence.
• UK solicitors letter confirming house purchase/land registration
  Dated with 3 months. Must state full name of new proprietor and full property address.
• NHS Medical Card or letter from GP confirming registration
  Dated within 3 months. Must state individual's date of birth and NHS number. No general correspondence.
• NHS Medical Card or letter from GP confirming registration
  Dated within 3 months. Must state individual’s date of birth and NHS number. No general correspondence.
• Official confirmation of Electoral Register entry or official poll card
  Dated within 12 months. Must state full name and full address. No general correspondence.
• Police Registration Certificate
  Dated within 12 months. Must state the full residential address of the individual.

Probate

If you are acting as a Representative of an Estate we require the following:

• Grant of Probate (if a will was left)
• Letter of administration (if no will left)
• Individual identity evidence from List A & B for the Personal Representative, either executor or administrator

Limited company

If you are acting as a Representative of a UK Company we will also require the following:

• Certificate of Incorporation
• Articles of Association
• Memorandum of Association
• Latest Annual Return or Confirmation Statement, with details of current company officers
• If offshore, nominee director declaration and a general power of attorney
• Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

If you are acting as a Representative of an Offshore Company we will also require the following:

• Certificate of Incorporation
• Articles of Association, Memorandum of Association, Latest Annual Return with details of current company officers, Share Certificate(s) showing the Ultimate Beneficial Owner OR
• Certificate of Incumbency
• If the shares are owned by another company, repeat steps above for the holding company
• Nominee director declaration and/or general Power of Attorney (if applicable)
• Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

Trust

If you are acting as a Representative of a Trust we require the following:

• Trust deed
• List of trustees
• List of beneficiaries
• Individual Identity evidence from List A & B for all individuals with a vest interest in 25% or more of the capital and/or those who exercise control over the Trust