Get In Touch
Telephone: +44 7817 320 913
Email: lauren@propertyflo.co.uk
Registered Office: 128 City Road, London, EC1V 2NX
Client Money Protection
Our membership of ARLA (Association of Residential Letting Agents) Protect provides us with client money protection insurance for both our landlords and tenants against any theft or misuse of their client money.
Client money is generally landlords’ rent payments and tenants’ deposits. It may also include money we hold for landlords to cover their damages and repairs. It is not a legal requirement for letting agents in England to take out Client Money Protection Insurance but it is now recognised as best industry practice for the conscientious and professional letting agent.
Clients using Propertyflo can have peace of mind that their money is safe and protected. A copy of our certificate of membership of the Client Money Protection Scheme can be viewed here. As a ARLA Propertymark member we follow their conduct and membership rules, details of which can be found here.
Complaints Procedure
We work hard to provide the best service we can to our clients but do understand that things can sometimes go wrong and if they have, we’d like to hear about it and find a resolution!
If you have any concerns or complaints about our services, please contact lauren@propertyflo.co.uk and we will handle your complaint with the utmost care and attention.
We aim to acknowledge all complaints within 2 working days of receipt and provide a full response within 10 working days.
As members of the The Property Ombudsman, we are committed to resolving any complaints in a fair and transparent manner. TPO is an independent redress scheme that provides consumers with a free and impartial means of resolving disputes with agents should a satisfactory outcome not be reached directly via the following link:
Make a Complaint - The Property Ombudsman (tpos.co.uk)
We take all feedback seriously and strive to improve our services to ensure that all our customers receive the best possible experience when working with us.
Know-Your-Client
As with all estate agents and real estate advisors, due to the transactional nature of our business, we are required by law to carry our Know Your Client (KYC) checks. These checks ensure that we are compliant with our legal obligations. Furthermore, they assist regulators to ensure that the real estate industry is not misused to facilitate money laundering, the financing of terrorism or criminal activities.
We comply with the relevant legislation and we apply our checks to every client who uses our services. We will never ask for more information than is required and all the information that our clients provide, is held in the strictest of confidence. Ordinarily, these checks simply involve us confirming your identity and proof of address and we may then conduct a simple check.
If you live abroad or use a corporate structure for ownership of your property, further documentation will be required to identify the individuals who will ultimately benefit from the transaction. All estate agents in the UK are required to comply with a number of laws designed to prevent illicit funds passing through the UK. These include the Proceeds of Crime Act 2002, the Criminal Finances Act 2017, the Terrorism Act 2006 and the Money Laundering Regulations 2017. Real estate transactions are seen by the UK Government and crime agencies as posing a particularly significant money laundering threat. As such the Money Laundering Regulations 2017 require estate agents to understand and verify exactly who their customers are and have evidence that they have completed KYC checks.
If an estate agent becomes suspicious of a prospective client or existing client’s activities, it has an obligation to report this to National Crime Agency. Your information will be used for the sole purpose of completing our KYC checks in order to meet our legal obligations. Your information will be held confidentially and will not be shared with any third parties outside of Propertyflo Ltd, unless we are required to in order to comply with a regulator or law enforcement authorities. In the event of an inspection/investigation by the regulator or law enforcement authorities your information will only be shared if requested and to the extent we are obliged to provide it. Should you wish for us to provide the information that we hold about you to another third party acting on your behalf, or on the other side of a transaction, we would be pleased to do so following a written request.