Award-winning agency – our credentials
As a seller, buyer, landlord or tenant, it’s important that you feel you’re in safe hands. We believe that it’s important to demonstrate our credentials through the organisations we align ourselves with. At Anthony Pepe, we take great pleasure in abiding by strict codes of conduct, ensuring that you are always protected.
The Property Redress Scheme
As a member of The Property Redress Scheme, we follow the code of practice for residential sales, which has been approved by the OFT under the Consumer Codes Approval Scheme.
We are also members for lettings-related matters and can resolve disputes referred by landlords or tenants fairly via The Property Redress Scheme. With a comprehensive internal complaints procedure, the need for The Property Redress Scheme has rarely arisen.
NAEA Propertymark
NAEA Propertymark (formerly the National Association of Estate Agents) members join voluntarily to ensure they’re at the forefront of industry developments and to show transparency through abiding by their nationally recognised code of practice.
By using an NAEA Propertymark estate agent you are guaranteed to be consulting with a professional agent who can give you up-to-date advice and guidance.
ARLA Propertymark
ARLA Propertymark (formerly ARLA – the Association of Residential Lettings Agents) is the UK’s foremost regulatory body within the lettings industry, working to improve standards and protect consumers. Many landlords and tenants are unaware that the lettings industry is unregulated, meaning that effectively anyone can set up as a letting agency.
As an ARLA Propertymark member, we must fulfil a number of corporate responsibilities, which in turn guarantees that landlords and tenants always receive an excellent service and professional advice.
We hope that Anthony Pepe being a member of these organisations will give you peace of mind, knowing that we adhere to the high standards and requirements of membership.
Anthony Pepe Estate Agents – Complaints Procedure
Anthony Pepe prides itself on the level of its customer service. However, occasionally things do go wrong, and you may need to complain. Please see our complaints procedure below.
Information for Customers
Anthony Pepe is a member of The Property Redress Scheme (PRS) and as such aims to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded, we have a Complaints Process in place. The aim of this process is to resolve any issues or concerns as quickly as possible, although in the majority of cases we hope that matters such as these are resolved at branch level.
Step 1: Internal Resolution
Contact the agent or branch manager from the office you have been liaising with any concerns you may have. Expect a prompt acknowledgment of your complaint in writing within 3 working days. We aim to resolve your complaint by providing a clear explanation of the resolution along with any proposed remedies within 15 working days.
Step 2: Formal Complaint Handling
If your complaint remains unresolved, it will be escalated to the Company Director for further investigation. You'll receive a formal proposal within 15 working days of escalation, outlining the agreed-upon actions or compensations.
Charlie Perdios
Anthony Pepe
301 Green Lanes
London
N13 4XS
Step 3: External Resolution through The Property Redress Scheme
If your complaint remains unresolved after 8 weeks, you have the right to escalate it to The Property Redress Scheme for independent review. Assist us in submitting all relevant documentation to initiate the external review process. We will fully cooperate with The Property Redress Scheme's investigation and implement any recommendations issued.