COMPLIANCE

You ARE IN SAFE HANDS

We are members of the Property Ombudsman, the information Commissioners Office, DPS Deposit Protection Service and Client Money Protect.

All Estate Agents in the UK are subject to Money Laundering Regulations 2017. We are obligated to obtain and hold photographic identification and proof of address for all our customers that buy or sell through us and are required to check the source or destination of funds.

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Lettings

Homes On Web are a member of Client Money Protect. This gives our clients the security that their money is protected and that we are compliant as a business with the current legislation.

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Terms & Conditions

Feel free to take a look at our terms and conditions. If you have any questions or concerns don’t hesitate to call or email us.

The property ombudsman
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When something goes wrong, we need you to tell us about it

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).

Please write to Mr Steven Rogers
45 High Street, Newport Pagnell, MK16 8AR
miltonkeynes@homesonweb.co.uk


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 senior member of staff.
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.

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