Professional consultants in relation to all aspects of property portfolio strategy, acquisition and conveyance

Complaints Procedure

Complaints Procedure

Assents Property Investments aims to provide the highest level of service to all our customers. If you have any concerns please email us at [email protected] or call +44 (0)20 7099 6713.

There may be occasions when we may not meet your expectations. If this is the case and you feel the issue is not resolved initially, you can make a formal complaint.

Please email: [email protected]

  • We will acknowledge your communication on receipt within 3 working days
  • We will investigate and respond to the complaint within 15 working days with our finding/s and proposed solution/s
  • If our solution/s to the matter are accepted by you, the complaint is deemed to be resolved and concluded
  • If you are not satisfied with our proposed solution/s, you can approach the Property Redress Scheme (PRS) of whom we are a member. For more information please click here.

Anti-Money Laundering
Assents Property 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 the National Crime Agency.

As part of this commitment, we adopt a strict compliance of all 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.

Assents Property policy commitment is applicable to all of our customers, including vendors, buyers, landlords and tenants. As a result we obtain and hold for a period of at least seven 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 refer to the below.

We are registered and supervised by HM Revenue & Customs for compliance with the Money Laundering Regulations 2017. If you would like to speak to us about Anti-Money Laundering, please email [email protected]

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

Individual identity documents
Assents Property requires one document from List A and one document from List B.

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 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
Limited company
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

Trust
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

To see Assents Property's AML certification of registration click here.