Terms and Conditions & Complaints Handling

This website is the property of Reads Property Consultancy Ltd, Fetcham Park House, Lower Road, Fetcham, KT22 9HD. By using this website you agree that you consent to and are bound by the following terms and conditions:

Copyright and Trade Marks

The content of this website are © Reads Property Consultancy. Reproduction of part or all of the contents in any form is prohibited other than in accordance with the following permissions:

Licence to re-copy for Limited Purposes:

1) You acknowledge Reads Property Consultancy as the source of the material. You must include such acknowledgement and the Reads Property Consultancy web address (www.reads-property.com) in the copy of the material, and

2) You must inform the third party that all the Terms and Conditions set out herewith apply to him/her and that he/she is bound by them.

This licence to re-copy does not permit incorporation of the material or any part of it in any other work, publication, or website whether in hard copy or electronic or any other form. In particular (but without limitation) no part of Reads Property Consultancy website, including but not limited, to photographs, property details and/or floorplans may be distributed or copied for any commercial purpose. You may not frame this website without the express consent of Reads Property Consultancy. The Reads Property Consultancy logo is a trade mark registered in the name of Reads Property Consultancy in the UK and other parts of the world. Reproduction of this trade mark other than in order to view this website is prohibited.


Reads Property Consultancy takes all reasonable care to ensure that the information contained on this website is accurate, however, we cannot guarantee its accuracy and we reserve the right to change the information on this website (including these terms and conditions) at any time. You must therefore check these terms and conditions for any such changes each time you visit this website.

Reads Property Consultancy makes no representations or warranties of any kind with respect to this website or the content contained on it, including any text, graphics, advertisements, links or other items. Further more, neither Reads Property Consultancy nor any other contributor to this website make any representation or gives any warranty, condition, undertaking or term either expressed or implied as to the condition, quality, performance, accuracy, fitness for purpose, completeness or freedom from viruses of the content contained on this website or that such content will be accurate, up to date, uninterrupted or error free. Nothing on this website shall be regarded or taken as financial advice.


The user confirms that the terms and conditions and use of this website shall be governed by the laws of England and Wales and that any and all disputes arising therefrom shall be subject to the exclusive jurisdiction of the English courts.

Anti-Money Laundering

Reads Property Consultancy is committed to operating its business in a transparent and open manner consistent with our legal and regulatory obligations. We are aware that the real estate industry is a target for organised criminals seeking to launder the proceeds of criminal activity. We always seek to prevent this activity by cooperating fully with the authorities and reporting suspicious activity to National Crime Agency.

As part of this commitment we adopt a strict compliance of all applicable Anti Money Laundering rules, with specific emphasis on the Proceeds of Crime Act 2002, the Money Laundering Regulations 2017, the Bribery Act 2010 and the Terrorism Act 2000.

Reads Property Consultancy policy commitment is applicable to all our customers, including vendors, buyers, landlords and tenants. As a result we obtain and hold for a period of at least five years evidence pertaining to our customers' identity and, where appropriate, we obtain proof of ownership of property and source/ destination of funds. We will be unable to proceed with any work on behalf of our customers if we are unable to obtain this information. Customers' identity will be subject to an electronic identity check, which may also include a credit check.

For a full list of acceptable identity documents, please click here.

Reads Property Consultancy is registered and supervised by HM Revenue & Customs for compliance with the Money Laundering Regulations 2017.

Procedure for Complaints Handling 

We want you to be fully satisfied with our service. Sometimes things don’t go to plan and when something does go wrong, we need you to tell us about it. This will help us to improve our standards.

 If you have a complaint, our staff who you usually deal with will try to resolve it that day, so please tell them in the first instance.

Should they need some time to look into the matter, they will explain why and tell you how long it will take. If you’re not happy with the response you receive from the team, you can get in touch through our formal complaints procedure below.

Please put your formal complaint in writing either by email or letter, including as much detail as possible.

You can ask someone to help you put your complaint in writing if you wish. If you cannot put your complaint in writing, please contact us so we can document your complaint for you.

When contacting us, please tell us:

· your name and contact details

· confirmation of what your relationship is to the property

· the full address of the property, if you have those details

· the aspect of our service you are complaining about;

· how you would like us to put matters right.

We will then respond in line with the timeframes set out below. You can get in touch in two different ways – either by post:

Contact Name : Lynsey Read

or by email admin@reads-property.com

What will happen next?

· We will send you a letter acknowledging receipt of your complaint within three working days, enclosing a copy of this procedure.

· We will investigate your complaint.  A formal written outcome of our investigation will be sent to you within 10 working days of sending the acknowledgement letter. If there is a reason why we need more time than this we will tell you why.

· If, at this stage, you are still not satisfied with the outcome, you should contact us again and we will arrange for a separate review to take place by a more senior member of staff.

· We will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. If we need more time than this, we will tell you why. If you remain dissatisfied, you can then contact The Property Ombudsmen to request an independent review:

Tel: 01722 333306

Email : admin@tpos.co.uk

Address : The Property Ombudsmen Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP

Please note the following:

You will need to submit your complaint to The Property Ombudsmen within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The property Ombudsmen requires that all complaints are addressed through this in-house complaints procedure, before being submitted to them for their independent review.

Reads Property Consultancy Ltd is a Limited Company registered in England and Wales registered number 10762932
Business Address: Fetcham Park House, Lower Road, Fetcham, Leatherhead, KT22 9HD: www.reads-property.com
Registered Office:10 Scandia-hus Business Park, Felcourt Road, Felcourt, East Grinstead, Surrey, RH19 2LP

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