Consumer Pro | Douglas Estates & Properties

Consumer Protection Statement

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1. Our Commitment

Douglas Estates and Properties Limited is committed to conducting business with honesty, integrity, professionalism and transparency.

We recognise that buying or selling a home represents one of the most significant financial decisions many people will make during their lifetime. Our responsibility extends beyond marketing property; it includes providing accurate information, acting fairly, communicating openly and complying with all applicable legal and regulatory obligations.

Consumer confidence is fundamental to our business. We are committed to ensuring that every client, purchaser and member of the public is treated fairly, respectfully and professionally throughout every stage of their interaction with Douglas Estates and Properties.

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2. Regulatory Commitment

Our business operates in accordance with applicable legislation, regulatory guidance and recognised industry standards relating to estate agency practice and consumer protection.

This includes, where applicable:

• Estate Agents Act 1979;

• Consumer Protection from Unfair Trading Regulations 2008;

• Business Protection from Misleading Marketing Regulations 2008;

• Consumer Rights Act 2015;

• UK General Data Protection Regulation (UK GDPR);

• Data Protection Act 2018;

• National Trading Standards Estate and Letting Agency Team guidance;

• National Trading Standards Material Information Guidance;

• Applicable property redress scheme requirements;

• Other legislation and regulatory guidance relevant to the services we provide.

We regularly review our procedures to reflect changes in legislation and recognised best practice.

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3. Honesty and Transparency

We believe consumers should be provided with information that is clear, balanced and presented in a manner that enables informed decision-making.

We are committed to:

• communicating honestly;

• avoiding misleading statements;

• correcting errors promptly when identified;

• presenting information fairly;

• responding openly to reasonable enquiries;

• explaining matters clearly wherever possible.

We do not knowingly make false or misleading representations regarding any property or service.

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4. Property Information

We take reasonable steps to ensure that property particulars are prepared carefully and in good faith.

Information published by Douglas Estates and Properties may include:

• asking price;

• tenure;

• accommodation details;

• approximate dimensions;

• floor plans;

• Energy Performance Certificate information;

• Council Tax Band;

• available services;

• parking arrangements;

• gardens and land;

• material features of the property.

Where information is supplied by the seller or third parties, we will seek to verify it where reasonably practicable. However, purchasers should satisfy themselves regarding all matters that are important to their purchasing decision through their own enquiries and professional advisers.

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5. Material Information

We recognise the importance of providing material information to prospective purchasers at the earliest appropriate opportunity.

Material information is information that an average consumer would reasonably require in order to make an informed decision regarding a property transaction.

Where known and applicable, we seek to disclose material information relating to:

• tenure;

• price;

• Council Tax;

• utilities and services;

• parking;

• rights of way;

• restrictions;

• easements;

• restrictive covenants;

• service charges;

• ground rent;

• estate charges;

• lease information;

• flood risk information where disclosed;

• listed building status;

• conservation areas;

• other matters that may materially influence a purchasing decision.

Where information is unavailable or awaiting confirmation, we will endeavour to make this clear rather than speculate.

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6. Fair Marketing

Our marketing is intended to present every property honestly and professionally.

Photography, floor plans, video, virtual tours and written descriptions are prepared to provide a fair representation of the property at the time they are produced.

We do not knowingly manipulate marketing materials in a manner that would materially misrepresent a property’s condition, size, location or principal characteristics.

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7. Fair Treatment

Douglas Estates and Properties is committed to treating every individual fairly and with respect.

This commitment extends to:

• sellers;

• buyers;

• applicants;

• solicitors;

• surveyors;

• mortgage advisers;

• contractors;

• members of the public.

We seek to provide a courteous, impartial and professional service irrespective of background or personal circumstances.

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8. Communication

We recognise that clear communication is fundamental to excellent service.

Our objective is to:

• respond promptly to enquiries;

• keep clients appropriately informed;

• communicate professionally;

• explain processes clearly;

• provide realistic advice;

• manage expectations honestly.

Where delays occur, we aim to communicate openly and provide updates wherever reasonably practicable.

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9. Professional Advice

Whilst we provide guidance relating to the sale and purchase of property, we do not provide legal, tax, financial or surveying advice.

Clients and purchasers should obtain independent professional advice where appropriate.

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10. Complaints

If any individual believes that our service has fallen below the standards outlined within this Statement, we encourage them to contact us as soon as possible.

All complaints are handled in accordance with our published Complaints Procedure.

We regard complaints as an opportunity to improve our service and strengthen our business.

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11. Continuous Improvement

Consumer expectations, legislation and industry standards continue to evolve.

Accordingly, Douglas Estates and Properties regularly reviews its policies, procedures and business practices to promote continual improvement and maintain high professional standards.

Feedback from clients, purchasers and professional advisers is valued and helps inform future improvements to our services.

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12. Contact

Questions regarding this Consumer Protection Statement 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 575719