At AMPC we adhere to a professional approach when dealing with unhappy clients by having a complaints procedure in place and are members of the PRS.

The purpose of the complaints procedure is to deal quickly, effectively and efficiently with your grievance and where possible, turn a potentially negative situation into a positive outcome.

DEALING WITH THE COMPLAINT

We strive to provide a high level of customer service to all our customers, however, we understand that we are humans and mistakes can be made and unfortunately things can sometimes go wrong and should that happen, we are committed to resolving matters promptly and fairly. See below for ease how we have detailed our complaints process –

If you have a complaint against AMPC please follow the outlined steps within the complaints process.

COMPLAINTS PROCESS

STEP 1: Please write (by letter or email) to the Owner with the details of your complaint setting out clearly the reasons for your grievance(s) together with dates, names of any staff members you dealt with and enclosing / attaching any supporting evidence.

STEP 2: The owner is required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.

STEP 3: The Owner will review your complaint and provide you with a formal written outcome of his / her investigation within 15 working days of receiving the complaint.

STEP 4: Should you not be satisfied with the Owner’s response you may write to us at the address below and we will carry out a separate and detached review of your complaint resulting in a final view, which will be sent to you within 15 working days of the matter being escalated to us.

AMPC are subject to the Money Laundering Regulations 2017 as are all estate agents. This means we must obtain and hold identification and proof of address for all our customers that buy or sell through us.

Additionally, we’re also required to establish whether there are any beneficial owners on whose behalf the transaction or activity is taking place, hence, we would request you to identify anyone who you would consider to be a beneficial owner. Where appropriate, the source or destination of funds may also be requested. Without this information we will be unable to proceed with any work on your behalf.

Below is a list of acceptable identity documents. We require sight of all original or certified documents. Subject to your individual circumstances, we may liaise with you for further/other documentation.

Anti Money Laundering Compliance

INDIVIDUAL IDENTITY DOCUMENTS

AMPC or its Agents require one document from List A and one document from List B for each person.

LIST A – IDENTITY DOCUMENT

  • Current signed passport

  • Valid UK driving licence

  • EEA member state identity card

LIST B – PROOF OF ADDRESS

UK/EU/EEA Drivers Licence (if UK Drivers Licence not used as ID) - Must be valid, not expired. Photo only. Full or provisional.
Bank, Building Society or Credit Union Statement - Dated with 3 months. Must include account number and show recent activity. No general correspondence.
Credit Card Statement - Dated within 3 months. Must include account number and show recent activity. No general correspondence.
UK, EU, EEA Mortgage statement - Dated within 12 months. Must show account number. No general correspondence.
Utility Bill - Dated within 6 months E.g. Gas, electricity, water. Must show address for service and/or account number. No general correspondence.
Telephone Bill - Dated within 6 months E.g. Landline or mobile pay monthly (excluding pay as you go). Must show address for service and/or account number. No general correspondence.
Council Tax - Dated within 12 months. Must show address for service and/or account number. No general correspondence.
Tenancy Agreement - Dated with 12 months. Must state full name and full property address. Issued by local council, housing association, solicitor or reputable letting agent.
Benefits Entitlement Letter - Dated within 12 months. Issued by DWP or Jobcentre plus. Must confirm benefit payable at time of issue. E.g. Pension, disability, single parent, housing etc.
HMRC Tax Notification - Dated with 6 months. Must state national insurance number and tax calculation. No general correspondence.
Home or Motor Insurance Certificate - Dated within 12 months. Must state insured address or registered address for vehicle and policy number. No general correspondence.
UK solicitors letter confirming house purchase/land registration - Dated with 3 months. Must state full name of new proprietor and full property address.
NHS Medical Card or letter from GP confirming registration - Dated within 3 months. Must state the individual's date of birth and NHS number. No general correspondence.
Official confirmation of Electoral Register entry or official poll card - Dated within 12 months. Must state full name and full address. No general correspondence.
Police Registration Certificate - Dated within 12 months. Must state the full residential address of the individual.

PROBATE

  • If you are acting as a Representative of an Estate we require the following:

  • Grant of Probate (if a will was left)

  • Letter of administration (if no will left)

  • Individual identity evidence from List A & B for the Personal Representative, either executor or administrator

If you are acting as a Representative of a UK Company we will also require the following:
Certificate of Incorporation
Articles of Association
Memorandum of Association
Latest Annual Return or Confirmation Statement, with details of current company officers
If offshore, nominee director declaration and a general power of attorney
Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company
If you are acting as a Representative of an Offshore Company we will also require the following:
Certificate of Incorporation
Articles of Association, Memorandum of Association, Latest Annual Return with details of current company officers, Share Certificate(s) showing the
Ultimate Beneficial Owner OR
Certificate of Incumbency
If the shares are owned by another company, repeat steps above for the holding company
Nominee director declaration and/or general Power of Attorney (if applicable)
Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

LIMITED COMPANY

If you are acting as a Representative of a Trust we require the following:
Trust deed
List of trustees
List of beneficiaries
Individual Identity evidence from List A & B for all individuals with a vest interest in 25% or more of the capital and/or those who exercise control over the Trust

TRUST