CODE OF ETHICS | Douglas Estates & Properties

Code of Ethics & Professional Standards

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1. Our Commitment

Douglas Estates and Properties Limited believes that exceptional estate agency is founded not only upon expertise and market knowledge, but upon integrity, professionalism and trust.

We recognise that clients entrust us with significant financial assets, personal information and important life decisions. We therefore hold ourselves to standards that seek to exceed the minimum requirements imposed by legislation and regulation.

This Code of Ethics & Professional Standards sets out the principles that guide every aspect of our business. It reflects our commitment to acting honestly, responsibly and professionally in every interaction with clients, purchasers, professional advisers and members of the public.

Our reputation is built not solely upon the homes we represent, but upon the manner in which we represent them.

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2. Our Purpose

Our purpose is to represent exceptional homes with care, integrity and considered judgement whilst providing our clients with advice that is honest, informed and tailored to their individual circumstances.

We seek to build relationships founded upon trust, discretion and long-term confidence rather than transactional outcomes.

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3. Our Values

The principles that underpin Douglas Estates and Properties include:

• integrity;

• honesty;

• professionalism;

• discretion;

• transparency;

• accountability;

• courtesy;

• respect;

• excellence;

• continual improvement.

These values influence every decision we make.

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4. Integrity

Integrity is fundamental to our business.

We seek to:

• act honestly at all times;

• honour our commitments;

• communicate truthfully;

• avoid misleading conduct;

• comply with the law;

• uphold professional standards;

• protect the reputation of our clients and our business.

Commercial success will never justify compromising our integrity.

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5. Honesty and Transparency

We believe clients are best served through clear, balanced and straightforward advice.

Accordingly, we aim to:

• communicate openly;

• explain matters clearly;

• provide realistic guidance;

• avoid exaggeration;

• disclose material information where appropriate;

• acknowledge uncertainty where information remains unverified.

We believe transparency strengthens trust.

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6. Acting in Our Clients’ Best Interests

Every instruction is approached with the objective of advancing our client’s legitimate interests.

This includes:

• providing considered advice;

• recommending appropriate marketing strategies;

• negotiating diligently;

• communicating honestly regarding market conditions;

• respecting client objectives;

• avoiding unnecessary pressure.

Where difficult advice is required, we believe it should be delivered professionally and honestly.

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7. Professional Competence

We are committed to maintaining a high standard of professional knowledge.

This includes continual awareness of:

• property legislation;

• market developments;

• regulatory changes;

• industry guidance;

• professional practice;

• technological developments.

Learning and improvement form part of our ongoing professional responsibilities.

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8. Accuracy and Care

We recognise that purchasers rely upon information published during the marketing of a property.

Accordingly, we endeavour to ensure that:

• marketing material is prepared carefully;

• property particulars are reviewed;

• information is updated where appropriate;

• errors are corrected promptly when identified.

Whilst some information originates from third parties, we seek to verify information where reasonably practicable.

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9. Confidentiality

We understand the importance of discretion.

Information entrusted to Douglas Estates and Properties is handled responsibly and confidentially.

Confidential information is only disclosed:

• with appropriate authority;

• where legally required;

• where necessary to perform our professional services.

Respect for confidentiality continues beyond completion of a transaction.

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10. Respect

Every individual is entitled to be treated professionally and respectfully.

We seek to maintain positive and constructive relationships with:

• clients;

• purchasers;

• applicants;

• solicitors;

• surveyors;

• mortgage advisers;

• contractors;

• colleagues;

• members of the public.

Courtesy and professionalism are expected in every interaction.

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11. Equality, Diversity and Inclusion

Douglas Estates and Properties is committed to treating every individual fairly and without unlawful discrimination.

We seek to promote an environment in which all individuals are treated with dignity and respect regardless of age, disability, sex, race, ethnicity, religion or belief, sexual orientation, gender reassignment, marriage or civil partnership, or pregnancy and maternity, in accordance with applicable equality legislation.

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12. Conflicts of Interest

We seek to identify and manage conflicts of interest responsibly.

Where a conflict arises or could reasonably be perceived to arise, we will take appropriate steps to manage the situation transparently and in accordance with our legal and professional obligations.

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13. Professional Independence

Our advice is intended to reflect our professional judgement.

We do not allow personal interests, external influence or commercial pressures to compromise our independence or objectivity.

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14. Fair Negotiation

Negotiation is one of our principal responsibilities.

We are committed to conducting negotiations:

• professionally;

• honestly;

• fairly;

• respectfully;

• confidentially;

• in accordance with our clients’ lawful instructions.

We believe effective negotiation requires preparation, patience and integrity.

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15. Compliance

We are committed to complying with all applicable legislation, regulations and recognised professional guidance.

This includes our responsibilities relating to:

• consumer protection;

• anti-money laundering;

• data protection;

• privacy;

• financial crime prevention;

• professional conduct;

• property marketing.

Compliance is regarded as an essential component of professional practice.

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16. Data Protection

We respect the privacy of our clients and website users.

Personal information is handled in accordance with our Privacy Policy, applicable data protection legislation and recognised security standards.

Confidentiality and information security remain fundamental to our business.

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17. Responsible Marketing

We seek to market every property honestly, professionally and accurately.

Our marketing philosophy is based upon thoughtful presentation rather than exaggeration.

Photography, editorial content, printed publications and digital marketing are intended to present properties fairly whilst respecting both consumers and our clients.

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18. Responsible Use of Technology

Technology assists us in delivering an efficient and professional service.

Where artificial intelligence or other digital technologies are used to support administrative or creative processes, all material intended for publication is reviewed by a member of our team before release.

Technology should enhance professional judgement, not replace it.

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19. Accountability

We accept responsibility for our decisions and our conduct.

Where mistakes occur, we seek to:

• acknowledge them promptly;

• investigate fairly;

• communicate openly;

• take appropriate corrective action;

• learn from the experience.

Continuous improvement is central to maintaining high professional standards.

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20. Continuous Improvement

Professional standards evolve alongside legislation, technology and consumer expectations.

We therefore regularly review:

• our procedures;

• our policies;

• staff training;

• client feedback;

• compliance arrangements;

• marketing standards;

• operational performance.

We believe that excellence is achieved through continual refinement rather than complacency.

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21. Reputation

We recognise that reputation is earned over time through consistent conduct.

Every interaction, instruction and transaction contributes to the reputation of Douglas Estates and Properties.

Accordingly, we strive to conduct ourselves in a manner that reflects professionalism, courtesy and integrity at all times.

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22. Review

This Code of Ethics & Professional Standards is reviewed periodically to ensure that it continues to reflect current legislation, recognised industry guidance and the values of Douglas Estates and Properties.

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23. Contact

Questions regarding this Code of Ethics & Professional Standards may be directed to:

Douglas Estates and Properties Limited

Unit 3

Wilden Lane

Wilden Industrial Estate

Stourport-on-Severn

Worcestershire

DY13 9JY

Email: enquiries@douglasestatesandproperties.com

Telephone: 01299 575766