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Code of Practice
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Businesses have a legal responsibility to treat you fairly, but it's often hard to know what questions to ask or what standards to expect.
They are the experts and you should be able to rely on them to help you make decisions.
These questions explain the commitments that this business has made to follow a code of practice and they will help you understand what you have a right to expect.
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Sellers: Ombudsman: 100%
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SELLERS Did the firm show you evidence of their membership of an Ombudsman scheme to give you free, independent review of any complaints ? (eg is the Ombudsman logo shown on the sales particulars for your property?)
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Sellers: Fees: 100%
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SELLERS Did the firm clearly explain their fees, expenses & business terms and confirm this in writing (including email) before marketing your property?
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Sellers: Buyer services: 100%
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SELLERS Did the firm make clear whether or not they wish to offer other services (such as mortgages) to potential buyers of your property?
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Sellers: Particulars: 100%
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SELLERS Did the firm ask you to confirm the accuracy of the draft particulars before marketing your property?
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Sellers: Viewing: 100%
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SELLERS Did the firm agree the viewing arrangements with you and comply with these arrangements?
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Sellers: Offers: 100%
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SELLERS Did the firm confirm all offers in writing (including email)?
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Sellers: Marketing: 0%
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SELLERS Did the firm ask you whether or not the property should remain on the market after the offer was accepted. (n/a in Scotland)?
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Buyers: Ombudsman: 100%
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BUYERS Did the firm show you evidence of their membership of an Ombudsman scheme to give you free, independent review of any complaints ? (eg is the Ombudsman logo shown on the sales particulars for your property?)
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Buyers: Accuracy: 100%
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BUYERS Did the firm give you accurate (i.e. not misleading) information about properties?
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Buyers: Offer: 100%
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BUYERS Did the firm accept your offer without attaching any conditions (such as that you should arrange your mortgage through them)?
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You can see how many customers have said "Yes" in answer to each question, but please don't expect 100% in every case.
Nobody's perfect and some customers may not be completely sure about the answer.
It's more important that you understand these questions and discuss them with the business so that you both agree what good service means for you.
A responsible business will be happy to explain the details to you and it's always better to clarify these points upfront to avoid misunderstandings later on.
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