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Survey Items & Guidance

Complain Procedure ICP as given to consumers

  • Section 14 of the TPO Code of Practice for Residential Estate Agents AND/OR
  • Section 19 of the TPO Code of Practice for Residential Letting Agents
  • TPO Complaints Handling Toolkit (this link is for your information, this is not the complaints process you should be giving to consumers or adding to your website)
    https://www.tpos.co.uk/mem-compliance/complaint-handling-toolkit

**Attached to this email in an ICP template for use on your website**

Correction required

  • We have recently closed our offices in Salisbury and no longer have a postal address. Please remove reference to this from your process, alternatively there is a new template attached We do not require evidence of this change

TPO Logo on Website

**Attached to this email is a copy of the relevant Logo**

  • Found on website, no action required

Client Money Protection Scheme (CMP)

https://www.gov.uk/government/publications/client-money-protection-for-letting-and-managing-agents/client-money-protection-for-letting-and-managing-agents
  • Please update the out-of-date certificate displayed on your website

ICO Registration

https://ico.org.uk/for-organisations/data-protection-fee/?page=7.html

  • We have been unable to verify a valid registration with the ICO, please provide evidence of your registration

*If you are exempt from being registered, you will also need o provide evidence of this*

HMRC Anti Money Laundering Registration

TPO are unable to assist you with this registration, you will need to contact HMRC yourself, the links below may also help with this

https://www.gov.uk/anti-money-laundering-registration

https://www.gov.uk/guidance/registration-guide-for-estate-agency-businesses

  • We have been unable to verify a valid Anti-Money Laundering registration using HMRC’s Supervised Business Register (recent registrations/renewals may not yet appear on the register). Please provide evidence of your registration, proof of payment or a confirmation email will suffice
*If you are exempt from being registered, you will also need to provide evidence of this*

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