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
If you have a complaint relating to Easiliving, please discuss this with one of our branch staff. Our aim is to deal with your problem sympathetically, fairly and quickly.
If you feel that the matter is not being resolved to your satisfaction, please ask to speak to the Branch Manager. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will of course, depend on the nature of the complaint.
If resolution is not possible on the day, a letter/email of acknowledgement will be sent to you within 3 working days. It will also set out our understanding of your complaint, and state when we will be able to reply in greater detail.
You may also be asked for additional information if this is required to assist resolving the matter. A formal written outcome of this investigation will be sent to you within 15 working days.
In all but exceptional cases, by the end of eight weeks following receipt of your complaint, Easiliving will have given you its final response by letter/ email. This will be accompanied by The Property Ombudsman Consumer Guidance.
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.
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 02/03/2019.
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.
Our Client Money Protection handling procedures are in line with the scheme rules set out by Client Money Protect and Natwest Bank PLC.
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 firstname.lastname@example.org.