Redress, Client Money Protection and Complaints Policy

We are committed to providing exemplary customer service. We review our processes and policies continuously to ensure we are not only meeting industry standards – we want to be way out ahead of the field in everything we do. This without saying covers the incredible portfolio we manage, the way in which we market all Easiliving properties  and our leading tenancy agreements.

If you do have any concerns about the way in which we looked after you, the Easiliving property you are living in or your tenancy agreement please see the framework we have set out below to protect you.

Internal 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 you 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.

Redress

Since  1 October 2014 it has been legal requirement for all letting agents and property managers in England to join one of two government approved redress schemes.

The approved schemes are

• The Property Ombudsman
• The Property Redress Scheme

Easiliving have chosen to be a part of The Property Ombudsman scheme.

The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service since 1990. The Ombudsman’s resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. The Ombudsman can, where appropriate, make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and/or for aggravation, distress and/or inconvenience caused by the actions of an agent.

Our membership number is D566.

Once you have received our final viewpoint letter, and if your remain unhappy or if eight weeks have passed since you first complained and the issues remain unresolved you can refer your complaint to the The Property Ombudsman.

Please refer to the The Property Ombudsman website to download a  TPO Complaints Form, learn about the The Ombudsman’s Review Process, and submit your complaint.

The Property Ombudsmans

Client Money Protection

Letting and property management agents in the private rented sector who hold client money are now required by law to belong to a government approved client money protection scheme by 1 April 2019. These proposals were made on 1 April 2018 following consultation and have been passed by Parliament; agents must also:

• hold client money in a client money account with a bank or building society authorised by the Financial Conduct Authority*
• hold and maintain appropriate professional indemnity insurance
• have appropriate client money protection handling procedures
• obtain a certificate confirming membership of an approved client money protection  scheme and display this prominently in each of their offices where they deal with the public and on their website
• provide a copy of the certificate to any person who may reasonably require it, free of charge

Our client money bank accounts are held at Natwest Bank PLC, authorised by the FCA.

Our client money bank account details are as follows-

Sort Code 60-15-51  Account number 72014806  Account number 72014822

Our Professional Indemnity insurance is held at TokioMarine Kilm. The policy number is PI19P627195 Starting date 02/03/2021.

Professional Indemnity Policy Certificate

Our Client Money Protection is with CMP a government approved scheme. Our policy number is CMP005400, the certificate is displayed in our office and on the link below.

Please see the guidance for tenants and landlords on the scheme website if you have any concerns regarding our handling of client money. You can follow the steps listed to make a claim.

Client Money Protection Certificate

Find out more about Client Money Protection

Our Client Money Protection handling procedures are in line with the scheme rules set out by Client Money Protect and Natwest Bank PLC.

Client Money Protect Scheme Rules

To obtain a copy of any of our certificates please download from our website on the links above or email our office for a paper copy on enquiries@easilivinguk.co.uk.