More information

• CLIENT MONEY HANDLING PROCEDURE

  CMP is a compensation scheme which recompenses landlord and tenants should an agent misappropriate their rent, deposit or other client funds.

  From 1 April 2019, all property agents in England holding client money must belong to a government-approved Client Money Protection Scheme. DSC Estate Limited is a member of the Propertymark Client Money Protection scheme.

  CMP protects Landlords’ and tenant’s money. It ensures that clients’ money held can be reconciled to the client to whom it belongs to and is secured on their behalf at all times and available to be returned to the client when required.

  DSC Estate Limited holds all client money in an account marked as a client account with a bank authorised by the Financial Conduct Authority. We also hold and maintain appropriate Professional Indemnity Insurance.

  All client money is paid directly into the client bank account within 3 working days of receipt and passed on to the client without delay. Any fees owed to DSC Estate Limited are transferred as soon as possible.

  A monthly reconciliation of the client account is undertaken to ensure that all systems and controls are maintained to a high standard in order to monitor and manage client money transactions and any arising credit risk. Our systems are able to identify all payments and receipts to the particular client to which they relate and records and accounts are kept showing all dealings with client money.

  A copy of this policy along with our certificate confirming membership of an approved Client Money Protection Scheme can be found on our website or available on request from fiona@dschurchill.com.

• IN-HOUSE 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.