Client money protection
Jones Davies Ltd, trading as Jones Davies, is a member of the Propertymark Client Money Protection (CMP) scheme. Should we go into liquidation or misuse rent, deposits or any other funds we hold on your behalf, Propertymark will reimburse you — up to a maximum of £50,000 per individual claim, subject to the terms and exclusions of the scheme.
A copy of the certificate is displayed at our office, and we will provide one free of charge to anyone who asks for it. The accounting rules governing the scheme form part of the Propertymark Conduct and Membership Rules.
Propertymark Conduct & Membership Rules →
Redress & memberships
We are members of Propertymark, the professional body for property agents, and of The Property Ombudsman (TPO), the government-approved redress scheme for estate and letting agents. Our complaints procedure is set out below; where we cannot resolve a complaint between us, TPO will review it independently and without charge.
Complaints procedure
Where appropriate, we will make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or where English is not their first language.
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 complaint 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 written acknowledgement of receipt of your complaint within three working days, 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 fifteen working days of receipt of the original complaint.
- If at this stage you are still not satisfied, you should contact us again and we will arrange for a separate review by a senior member of staff.
- We will write to you within fifteen working days of receiving your request for a review, confirming our final viewpoint on the matter.
- If you are still not satisfied with our final viewpoint, or if more than eight weeks has elapsed since the complaint was first made, you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
33 The Clarendon CentreSalisbury Business Park
Dairy Meadow Lane
Salisbury SP1 2TJ
Please note
- You will need to submit your complaint to The Property Ombudsman within twelve months from the date of our final viewpoint, 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.