Award-winning agency – our credentials
As a seller, buyer, landlord or tenant, it’s important that you feel you’re in safe hands. We believe that it’s important to demonstrate our credentials through the organisations we align ourselves with. At Anthony Pepe, we take great pleasure in abiding by strict codes of conduct, ensuring that you are always protected.
The Property Ombudsman
As a member of The Property Ombudsman, we follow the code of practice for residential sales, which has been approved by the OFT under the Consumer Codes Approval Scheme.
We are also members for lettings-related matters and can resolve disputes referred by landlords or tenants fairly via the Ombudsman. All members of staff are made familiar with the ‘Code of Practice for Residential Estate Agents’ and with a comprehensive internal complaints procedure, the need for the Ombudsman has rarely arisen.
NAEA Propertymark (formerly the National Association of Estate Agents) members join voluntarily to ensure they’re at the forefront of industry developments and to show transparency through abiding by their nationally recognised code of practice.
By using an NAEA Propertymark estate agent you are guaranteed to be consulting with a professional agent who can give you up-to-date advice and guidance.
ARLA Propertymark (formerly ARLA – the Association of Residential Lettings Agents) is the UK’s foremost regulatory body within the lettings industry, working to improve standards and protect consumers. Many landlords and tenants are unaware that the lettings industry is unregulated, meaning that effectively anyone can set up as a letting agency.
As an ARLA Propertymark member, we must fulfil a number of corporate responsibilities, which in turn guarantees that landlords and tenants always receive an excellent service and professional advice.
We hope that Anthony Pepe & Co being a member of these organisations will give you peace of mind, knowing that we adhere to the high standards and requirements of membership.
Anthony Pepe Estate Agents – Complaints Procedure
Anthony Pepe prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.
Information for Customers
Anthony Pepe is a member of The Property Ombudsman (TPOS) and as such aims to provide thehighest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
First Step– Speak to your Negotiator or Manager
All complaints should, in the first instance, be directed verbally to the Manager of the Anthony Pepe Office you have been dealing with. He or she will endeavour to resolve your complaint immediately, and no later than five working days of the first notification.
Second Step– Write to the Managing Director
If you remain dissatisfied, you may then further your complaint, which must be in writing, to the Managing Director. You must write to them within one month of receiving the Office response. The Office manager can supply you with the details of the appropriate person. Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days. In exceptional cases, where the timescale needs to be extended beyond this limit, we will be kept fully informed and an explanation provided.
301 Green Lanes
Third Step- The Property Ombudsman (TPO)
After you have received a response from the Managing Director, you may approach the Ombudsman if you are not satisfied with the response given. Details of how to do this are contained within the final viewpoint letter, The Property Ombudsman) Consumer Guide or online at http://www.tpos.co.uk Please note that you must do so within 12 months of the date of the final letter. The Property Ombudsman will not consider your complaint until our internal complaints process has been completed.
The TPO will provide an impartial review of the complaint. Their service is free of charge. They are only able to consider complaints that have gone through our internal procedures.