Compliance
Lettings Fees
Client Money Protection
Client Money Protection (CMP) is a scheme that reimburses landlords and tenants should a letting agent misappropriate their rent, deposit or other client funds. The scheme is in place to protect your money and give peace of mind to clients.
Edwards Grounds is proud to be a member of ARLA Propertymark and their CMP scheme. You can view copies of our certificates in our branches and also via the links below:
For details on how to make a claim, instructions can be found on the security certificate below.
Client Money Protection Certificate
Client Money Protection Security Certificate
Complaints
Customer Complaints Handling Procedure
Edwards Grounds Limited is a member of The Property Ombudsman (TPO) and as such aims to provide the highest standard of service to all our clients. To ensure that your interests are safeguarded, we have a robust Complaints Procedure in place. The aim of this process is to resolve any issues or concerns as quickly as possible.
If you are unable to reach an informal resolution with your point of contact and wish to raise a complaint with us, please adhere to the following procedure to ensure your complaint is dealt with formally.
Complaints should be made in writing or via email to:
The Complaints Team
Edwards Grounds,
49 Church Street,
Runcorn,
WA7 1LG
There are two stages to the Edwards Grounds Complaints Procedure:
STAGE 1 – Complaint Officer’s Review
Your complaint will be acknowledged within 7 working days of receipt.
Where required further information may be requested to assist with the investigation.
An official response will then be sent to you via email within 15 working days.
More complex complaints may require longer to investigate, you will always be informed of this with explanation, and given an expected timeframe if this applies.
STAGE 2 – Compliance Manager Review
If you remain dissatisfied at this stage, you can escalate your complaint to the Compliance Manager who can be reached at [email protected]. You should provide clear reasoning as to why you disagree with the Complaint Officer’s findings, and any proposed resolution.
Your escalation request will be acknowledged within 3 working days of receipt.
Any documentation relating to your complaint will additionally be provided to the Compliance Manager who will carry out an independent review.
You will receive a written statement prepared by the Compliance Manager who will set out the review findings and expressing Edwards Grounds’s final viewpoint within 15 working days.
If a response cannot be prepared within this timescale, we will let you know when this can be expected.
If you remain dissatisfied, you have the right to refer your complaint to:
The Property Ombudsman
Milford House
43-55 Milford Street, Salisbury
SP1 2BP
www.tpos.co.uk
Please be advised the above must be done within 12 months of receipt of our final viewpoint.